Own and oversee the entire post-sales customer journey, including kickoff, onboarding, training, engagement, issue resolution, expansion, and renewal
Assess customers’ business and technical requirements to confirm our SaaS platform’s suitability and identify necessary customizations, integrations, and configurations
Lead project delivery, ensuring the seamless setup, implementation, and deployment of our solution while managing risks and maintaining high-quality standards
Act as the primary relationship owner, proactively engaging with customers to ensure value realization, product adoption, and long-term success
Drive internal and external collaboration, working closely with cross-functional teams to align customer needs with product capabilities and ensure smooth integration of data and systems
Monitor customer engagement and usage data, conducting regular check-ins and Quarterly Business Reviews (QBRs) to track performance and identify upsell or expansion opportunities
Serve as the customer advocate, capturing feedback and sharing insights with product and engineering teams to improve our platform
Stay informed of industry trends and best practices, proactively recommending enhancements to improve both our platform and internal processes

Based in the U.S. (East Coast preferred)
4+ years of experience in customer success, implementation, and delivery of technology solutions, preferably within SaaS, PropTech, or FinTech
Commercial real estate (CRE) industry experience is a strong plus
Proven expertise in project management principles, tools, and methodologies, including onboarding, system deployment, and customer training
Excellent stakeholder management and communication skills, with the ability to build strong relationships, coordinate across teams, solve complex and sensitive client-facing problems and influence decision-making
Highly organized and detail-oriented, with the ability to manage multiple customers and projects simultaneously while maintaining a customer-first approach
Strong problem-solving and analytical skills, capable of proactively identifying issues and opportunities for improvement
Tech-savvy, comfortable working with SaaS platforms, data integrations, and analytics tools

Director, Technology Customer Success

Key skills