Director, Customer Success
New
A
ApartmentIQPropTech SaaS
We offer the freedom to work from home across most of the U.S.Full-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10+ years in Customer Success, account management, or a related client-facing role in B2B SaaS; 5+ years leading CS teams, including hiring, coaching, and performance management
- Required Skills
- SalesforceCustomer Success
Requirements
- 10+ years in Customer Success, account management, or a related client-facing role in B2B SaaS.
- 5+ years leading Customer Success teams, including hiring, coaching, and performance management.
- Proven track record owning retention and renewal targets for a book of business.
- Experience building relationships with VP- and C-suite-level stakeholders across complex, multi-stakeholder accounts.
- Experience building operating rhythms such as forecasting, health scoring, and risk reviews, and using data to make decisions.
- Experience with Salesforce; Gainsight or Gong is a plus.
- Bachelor's degree or higher.
- Experience with data platforms or multi-product SaaS environments.
- Multifamily, PropTech, or real estate experience preferred.
- Ability to set clear expectations, give direct feedback, and develop a Customer Success team.
- Comfort building structure where it does not yet exist and engaging in operational details.
Responsibilities
- Lead, coach, and develop CSMs across SMB, Mid-Market, and Enterprise through 1:1s, call shadowing, and account reviews.
- Hire and onboard CSMs, build bench strength, and set clear expectations and development paths.
- Set customer coverage standards for engagement cadence, executive contacts, and success plans.
- Own retention and renewal targets and the forecast for the ApartmentIQ teams' book of business.
- Run the renewal process and lead health-score, risk-review, and save-plan rhythms.
- Partner with Sales to identify growth signals and route them to the right seller.
- Build executive relationships with strategic accounts and support high-stakes renewals, escalations, and business reviews.
- Maintain accurate CRM data and trustworthy health scores, and report on book health, churn drivers, and retention trends.
- Improve processes, playbooks, and tooling; bring customer feedback and product requests to the appropriate teams.
- Partner with Implementation, Support, MavenAI CS, Product, and Marketing on customer experience, product feedback, communication, and advocacy.
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