Customer Success Manager

ApartmentIQ is a profitable, growth-stage company building industry-leading martech and data products for the PropTech space. The Customer Success Manager will drive a seamless experience for customers, manage relationships, and ensure customer success while achieving revenue targets.

Responsibilities:

• Build and maintain strong, long-term relationships across your customer base to deeply understand their unique business objectives
• Develop deep relationships beyond the daily users, specifically targeting and engaging with executive decision-makers to ensure platform stickiness
• Act as the 'Voice of the Customer' by collaborating with Product, Support, and Marketing to influence our product roadmap and communication strategy
• Take full accountability for achieving and exceeding retention and Net Revenue Retention (NRR) targets within your assigned book
• Partner closely with the Sales team to identify upsell and expansion opportunities, driving increased spend through strategic account planning
• Proactively identify areas for customer growth and consult on upcoming product releases to ensure clients stay ahead of the curve
• Create, document, and execute tailored Client Success Plans that align our platform's capabilities with the customer’s desired outcomes
• Conduct regular, high-impact Business Reviews to report on ROI, gather feedback, and recalibrate strategy
• Ensure the CRM remains the 'source of truth' by keeping all customer data, health scores, and interaction logs accurate and up-to-date