Manager, Customer Success - Property

SOCi.ai is a leader in AI-powered marketing solutions for multi-location businesses, seeking an experienced Manager of Customer Success - Property. The role involves coaching a team of Customer Success Managers to enhance customer experiences and manage relationships within the multifamily property management sector.

Responsibilities:

• Manage, coach, and develop a team of Customer Success Managers (CSMs), providing clear expectations, feedback, and operational guidance
• Monitor team performance across KPIs 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 to their customers — including navigating M&A of properties, as well as changing industry regulations
• Guide the team in supporting high-volume, high-impact Property accounts with clear processes, repeatable playbooks, and strong cross-functional alignment
• Partner closely with sales, implementation, support, and product teams to ensure alignment on key initiatives and a smooth, cohesive customer experience
• Assist in managing customer escalations by coordinating with internal teams to ensure timely communication and resolution

Requirements:

• 1–2 years of people management or team lead experience, with 3–5+ years of Customer Success experience
• Experience working with or directly within the multifamily property industry, with a strong understanding of the dynamics, stakeholders, and operational requirements of the industry
• Strong analytical, organizational, and problem-solving skills
• Ability to work cross-functionally and collaborate effectively to resolve issues and improve customer experience
• Strong interpersonal and consultative communication skills
• Motivated coach with a track record of developing and supporting team performance
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned