United States onlyAbout the Role
We are building an AI-first customer experience organization. This Customer Success Manager role is for operators who have already used AI in real business workflows to improve customer outcomes — not just to draft emails or summarize notes.
You will own a portfolio of multifamily SaaS customers and act as a consultative partner, using data, analytics, and applied AI techniques to drive retention, adoption, and measurable business impact for our clients.
This is a hands-on role for CSMs who blend relationship management with analytical rigor and modern AI-driven workflows.
What You’ll Do
Own and grow a book of multifamily SaaS customers with responsibility for:
Retention
Adoption
Product value realization
Use AI tools and workflows to:
Analyze customer health, usage, and risk patterns
Surface expansion and churn risk signals
Automate reporting, insights, and executive-ready customer narratives
Develop AI-powered customer insights:
Create health dashboards
Summarize behavioral trends
Build renewal risk narratives backed by data
Act as a consultative partner to customer leadership teams using:
Data-backed recommendations
Operational insights
Outcome-focused success plans
Partner cross-functionally with:
Product
Support
Services
RevOps / Analytics
Document and operationalize repeatable AI workflows that improve:
CSM efficiency
- Renewal predictability
Customer visibility
Required Skills - What we think you need to be successful
- A minimum of 3+ years in Customer Success, Account Management, or Client Services in a SaaS environment
- Demonstrated, real-world application of AI in business workflows, such as:
AI-driven customer health analysis
Automated insight generation
Predictive risk modeling
Workflow automation for account reviews or renewals
Comfort working with data:
Dashboards
Customer usage metrics
Operational KPIs
Strong executive communication skills
Proven ability to manage client relationships with consultative authority
Strongly Preferred
PropTech or Multifamily experience
Experience with customer success platforms (e.g., Gainsight, Totango, Catalyst)
Experience working with:
Product telemetry
Usage data
BI tools
Hands-on experience with AI tools such as:
LLMs integrated into workflows
No-code automation
Data enrichment pipelines
- Bachelor's degree (or equivalent professional experience)
What Success Looks Like (First 6–12 Months)
You are independently running AI-enhanced account reviews
Your customer risk assessments are data-backed and defensible
You are surfacing churn risk earlier than traditional CSM methods
Your workflows reduce manual effort while improving customer clarity
Your accounts show measurable improvements in:
Product adoption
- Renewal Confidence
Executive engagement
Canada only