Technical Customer Success Manager

Role Overview

• Work with the account manager during the implementation phase for new and existing real estate partners, ensuring seamless onboarding of properties.
• Manage multiple simultaneous onboarding projects, maintaining high quality and timely delivery.
• Participate in partner onboarding calls to capture requirements and configure property accounts.
• Analyze onboarding data to determine optimal configurations and proactively identify blockers.
• Configure property settings in internal tools, maintaining accurate data in Salesforce, Airtable, and onboarding systems.
• Oversee peer QA processes to validate correct implementations.
• Notify relevant stakeholders of any issues or missing data that might delay projects.
• Execute regular audits on property inventory, content, and configurations.
• Perform updates, activations, and deactivations for listings and floor plans as required.
• Manage support queues, including on-call rotations and escalation of complex technical requests.
• Ensure data accuracy in marketing feeds and building/unit addresses (ex. Yardi RentCafe, Rent Roll Report)
• Manage and process support requests by updating property configurations or changing listing statuses as needed.
• Act as a technical product expert and trusted advisor for assigned accounts.
• Respond quickly to partner inquiries and technical issues, coordinating resolutions across teams.
• Support Sales on-demand by identifying growth opportunities and potential risks.
• Proactively monitor account health, leveraging data-driven insights to drive retention and expansion.
• Lead or participate in digital engagements (trainings, webinars, targeted campaigns) to educate partners and share best practices.
• Maintain regular communication with partners, providing updates and strategic guidance throughout their journey.
• Share customer insights and feedback to inform product development and improve internal processes.
• Collaborate with cross-functional teams to ensure seamless customer journeys.
• Contribute to team knowledge bases, enablement initiatives, and process documentation.

Requirements

• 5+ years of B2B customer success, implementation, or technical account management experience (SaaS or Real Estate preferred).
• 3+ years of project management experience
• Strong technical aptitude: comfortable with tools such as Google Suite, Salesforce, Asana and Airtable
• Excellent written and verbal communication skills.
• Demonstrated ability to manage multiple projects/accounts in a fast-paced environment.
• Analytical mindset with keen attention to detail and a solution-oriented attitude.
• Ability to quickly build trust and rapport with customers, acting as their advocate.
• Proactive, adaptive, and able to operate independently with minimal guidance.
• Bachelor’s degree.

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits