Manager, Customer Success - Property
About the Opportunity The hiring organization is seeking an experienced Manager, Customer Success - Property to coach and support a team of Customer Success Managers (CSMs) to deliver consistent, high-quality customer experiences. This full-time, 100% remote role based in the United States focuses on day-to-day team leadership, reinforcing best practices, and ensuring customers realize clear value from their investment. A central focus of this role involves overseeing customer accounts operating within multifamily property management. The role guides CSMs through the unique dynamics and operational complexities of large property management relationships while working cross-functionally to drive execution across the customer journey, resolve issues efficiently, and support initiatives that strengthen customer health, adoption, and retention.
Key Responsibilities
Manage, coach, and develop a team of CSMs, providing clear expectations, feedback, and operational guidance. Monitor team performance across key performance indicators tied to retention, adoption, engagement, and customer satisfaction. Support CSMs in building and executing success plans that help customers achieve meaningful outcomes and mitigate risk. Ensure CSMs maintain strong, multi-threaded relationships within their accounts and act as trusted advisors, including navigating property mergers and acquisitions and evolving industry regulations. Guide the team in supporting high-volume, high-impact property accounts with clear processes, repeatable playbooks, and cross-functional alignment. Partner closely with sales, implementation, support, and product teams to ensure alignment on key initiatives and deliver a cohesive customer experience. Assist in managing customer escalations by coordinating with internal teams to ensure timely communication and resolution. Required Qualifications 1 to 2 years of people management or team lead experience, combined with 5 or more years of customer success experience. Experience working directly within or supporting the multifamily property industry, including a strong understanding of industry dynamics, stakeholders, and operational requirements. Proven track record as a motivated coach developing and supporting team performance. Strong analytical, organizational, and problem-solving skills. Strong interpersonal and consultative communication skills. Ability to work cross-functionally and collaborate effectively to resolve issues and improve customer experience. Ability to work 100% remotely. Willingness to adapt to changes in duties as deemed necessary by the business.
Compensation and Benefits
Base salary range: $100,000 - $130,000 USD base plus bonuses and commission. Individual pay within the range is determined by factors such as job-related skills, experience, and relevant education or training. Comprehensive benefits package for full-time, non-contract roles, including health coverage, retirement benefits with an employer match, and paid time off.