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
- Required Skills
- SalesforceCustomer Success
Requirements
- Have 10+ years of experience in Customer Success, account management, or a related client-facing role in B2B SaaS.
- Have 5+ years of experience leading Customer Success teams, including hiring, coaching, and performance management.
- Have a proven track record owning retention and renewal targets for a book of business.
- Have experience building relationships with VP- and C-suite-level stakeholders across complex, multi-stakeholder accounts.
- Have experience with data platforms or multi-product SaaS environments.
- Have built operating rhythms such as forecasting, health scoring, and risk reviews, and use data to make decisions.
- Have experience with Salesforce; Gainsight or Gong experience is a plus.
- Hold a bachelor's degree or higher.
- Multifamily, PropTech, or real estate experience is preferred.
Responsibilities
- Lead, coach, and develop CSMs across SMB, Mid-Market, and Enterprise through regular 1:1s, call shadowing, and account reviews.
- Hire and onboard CSMs, build bench strength, and set clear expectations and growth paths.
- Set 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 at strategic accounts and support high-stakes renewals, business reviews, and escalations.
- Maintain accurate CRM data and trustworthy health scores, and report on book health, churn drivers, and retention trends.
- Bring customer feedback, churn reasons, adoption gaps, and product requests to relevant teams.
- Improve processes, playbooks, tooling, and team enablement across ApartmentIQ products.
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