Customer Success & Account Manager

eRezLife is the leading housing and residence life software provider built by residence life professionals for residence life professionals. The Customer Success & Account Manager is responsible for owning customer retention, renewal, and expansion across a portfolio of mid-market and enterprise higher education clients, serving as a trusted advisor and ambassador for eRezLife.

Responsibilities:

• Own executive-level relationships within assigned territories
• Lead strategic business reviews demonstrating value and ROI
• Advocate for customer needs internally
• Own renewals end-to-end including forecasting and negotiation
• Identify and mitigate churn risk
• Lead value-based pricing and expansion discussions
• Identify upsell and expansion opportunities
• Drive expanded adoption across housing and residence life functions
• Represent eRezLife at regional and national housing associations
• Present at conferences and industry events
• Travel as needed for customer and association engagement
• Participate in the onboarding and adoption process for clients
• Translate customer feedback into product insights and recommendations
• Maintain CRM discipline and contribute to marketing efforts

Requirements:

• 5–8+ years combined experience in Customer Success, Account Management, and Residence Life/Housing
• Proven success with task and project management
• Proven ability to retain an existing customer base and optimize the customer experience, fueling increases to ARR targets
• Strong executive presence and presentation skills
• Residence life or housing operations experience
• Experience with systems like Salesforce, HubSpot, MailChimp, Subskribe, and Canva
• Conference presentations and association involvement
• Willingness to travel