Manager of Customer Success | Housing

EliseAI is a company focused on improving housing and healthcare industries through AI integration. The role involves leading a customer success team, ensuring customer outcomes, and collaborating cross-functionally to drive growth and adoption of services.

Responsibilities:

• Lead and develop a high-performing team of CSMs through coaching, training, performance management, and structured professional development
• Own customer outcomes across the lifecycle, including onboarding, product adoption, retention, and overall account health
• Drive measurable customer impact, ensuring clients understand and can articulate the ROI of EliseAI within their organizations
• Identify and mitigate churn risk by building and executing scalable playbooks informed by data and customer insights
• Partner with Sales to drive growth, contributing to account strategy, expansion planning, and upsell opportunities
• Run a weekly metrics review, using performance data to diagnose gaps and implement improvements across the team
• Collaborate cross-functionally with Product and Engineering to drive adoption of new features and elevate client feedback into roadmap discussions
• Build and scale onboarding and enablement programs for new CSM hires to support rapid team growth
• Partner with Marketing (content/design) to develop client education programs, including webinars, training materials, and stakeholder enablement resources
• Attract top-tier talent to join our driven team