Technical Customer Success Manager

Airbnb is a global platform that connects hosts and guests, and they are seeking a Technical Customer Success Manager for their Real Estate team. This role focuses on onboarding property partners, providing technical support, and ensuring customer success through proactive engagement and collaboration with cross-functional teams.

Responsibilities:

• 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
• Work closely with engineering teams to resolve complex or technical problems beyond standard workflows
• 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
• Experience supporting real estate or multifamily operator accounts
• Familiarity with property management systems or real estate technology platforms (Syndication Tools, Yardi RentCafe, Entrata ILS Portal)
• Experience running webinars, office hours, or scalable customer engagement programs
• API & Integration Knowledge: Ability to understand API documentation, REST/SOAP, JSON and test tools like Postman or CURL
• Familiarity with relational databases, SQL queries, and structured data environments