Customer Success Manager, Affordable Housing

Entrata is a global leader in AI-driven property management technology, known for its innovative solutions and strong company culture. As a Customer Success Manager focusing on affordable housing, you will manage a portfolio of clients, ensuring their success and retention while driving measurable outcomes through effective relationship management and collaboration with cross-functional teams.

Responsibilities:

• Manage a portfolio of affordable housing clients, driving adoption, retention, and measurable outcomes
• Lead regular business reviews to assess performance, identify gaps, and deliver actionable recommendations
• Partner with Product and Engineering to communicate customer needs and influence roadmap priorities
• Collaborate with Support to ensure timely resolution of issues and a strong customer experience
• Guide customers post-implementation toward operational maturity and self-sufficiency
• Develop and execute success plans in partnership with Sales to support retention and expansion
• Educate customers on platform capabilities, releases, and self-service resources to increase utilization
• Identify operational and system risks, and proactively recommend solutions to mitigate impact
• Represent the voice of the customer in cross-functional forums, including sprint reviews
• Maintain deep expertise in Entrata’s platform, with a focus on affordable housing workflows and configurations

Requirements:

• Proven ability to drive measurable customer outcomes and long-term account success within a SaaS or technology environment
• Demonstrated experience leveraging AI tools or technologies in a professional setting (e.g., automation, data analysis, or agentic workflows) to drive measurable improvements in efficiency or outcomes
• Demonstrated experience managing complex client relationships and competing priorities in a structured, organized manner
• Ability to navigate ambiguity with sound judgment, professionalism, and accountability
• Strong written and verbal communication skills, with the ability to translate complex concepts into clear, actionable insights
• Effective prioritization and time management skills in a fast-paced, dynamic environment
• Experience building and maintaining relationships with both internal stakeholders and external clients
• Ability to operate effectively in evolving environments with shifting priorities
• Willingness to travel domestically as needed to support client and business needs
• 5+ years of experience in affordable housing or property management, with exposure to programs such as LIHTC, Section 8, Public Housing, HOME, or Rural Housing
• Experience working with enterprise or mid-market clients in a customer-facing role (CSM, Account Management, or Implementation)
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making
• Ability to synthesize complex information and present it clearly to diverse audiences
• Demonstrated ability to influence stakeholders and drive alignment across cross-functional teams
• Familiarity with property management software (Entrata, Yardi, AppFolio, or similar platforms)
• Willingness to travel up to 15% as needed