We're hiring a proactive Customer Success Manager for a full-time role (40 hours/week, fully Remote). Reporting to the Head of Client Services, you'll own the post-sale journey for our key accounts, ensuring they maximize value from our management services—from onboarding to ongoing optimization. This role suits a relationship-builder with a blend of empathy and analytics, offering high visibility and impact in a collaborative, growth-oriented team. Competitive compensation and equity options available!

Key Responsibilities

Onboard new clients (property owners and investors) with tailored success plans, including goal-setting sessions and customized dashboards for performance tracking.
Monitor client health metrics (e.g., occupancy rates, NOI growth, satisfaction scores) using tools like Salesforce or Gainsight, and proactively address risks to prevent churn.
Conduct quarterly business reviews (QBRs) to showcase value, identify expansion opportunities (e.g., adding properties to our portfolio), and upsell services like sustainability audits or tech integrations.
Foster strong relationships through regular check-ins, personalized communications, and resolving escalations with cross-functional teams (e.g., operations, finance).
Analyze feedback and usage data to recommend service improvements, collaborating on product enhancements that boost client outcomes.
Develop case studies and success stories to support marketing efforts and contribute to industry thought leadership.
Track and report on key success indicators, such as Net Promoter Score (NPS) and retention rates, to inform company strategy.
Stay ahead of industry trends in real estate tech and regulations to advise clients on best practices.

Qualifications

Knowledge in business, marketing, real estate, or a related field; advanced certifications (e.g., CCSP, CSM) a plus.
1-5 years in customer success, account management, or client services (SaaS, real estate, or B2B services).
Proven track record in driving customer retention and growth, with experience in metrics-driven decision-making.
Strong interpersonal skills—excellent at building rapport, influencing stakeholders, and navigating complex conversations.
Proficiency in CRM and analytics tools (e.g., HubSpot, Tableau etc); familiarity with property management platforms like Yardi or RealPage is advantageous.
Analytical mindset with the ability to translate data into actionable insights. Passion for real estate and a customer-obsessed approach.