Manager, Customer Success - Property
New
S
SOCiMultifamily property management
United States (Remote)Full-TimeManager
Salary$100,000 - $130,000 USD base plus bonuses/commission
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Job Details
- Experience
- 1–2 years of people management or team lead experience, with 5+ years of Customer Success experience
- Required Skills
- People ManagementCustomer SuccessCross-functional collaboration
Requirements
- Have 1–2 years of people management or team lead experience.
- Have 5+ years of Customer Success experience.
- Have experience working with or directly within the multifamily property industry.
- Understand multifamily property industry dynamics, stakeholders, and operational requirements.
- Bring strong analytical, organizational, and problem-solving skills.
- Collaborate cross-functionally to resolve issues and improve customer experience.
- Use strong interpersonal and consultative communication skills.
- Have a track record of coaching and supporting team performance.
- Be able to work 100% remotely.
Responsibilities
- Manage, coach, and develop a team of Customer Success Managers, setting expectations and providing feedback and operational guidance.
- Monitor team performance across KPIs tied to retention, adoption, engagement, and customer satisfaction.
- Support CSMs in building and executing Success Plans to help customers achieve outcomes and mitigate risk.
- Guide CSMs in maintaining multi-threaded account relationships and serving as trusted customer advisors.
- Help CSMs navigate property M&A and changing industry regulations.
- Guide support for high-volume, high-impact Property accounts using clear processes and repeatable playbooks.
- Partner with sales, implementation, support, and product teams on initiatives and customer experience.
- Coordinate with internal teams to communicate about and resolve customer escalations.
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