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 play an important role in driving a seamless experience for customers, managing relationships, maintaining account health, and driving the customer renewal process.

Responsibilities:

• Build and nurture strong relationships across your book of accounts, developing deep, multi-threaded connections with decision-makers and stakeholders to deeply understand their goals and deepen platform usage
• Create and document a tailored client success plan for each assigned account
• Conduct regular business reviews to measure progress and ensure clients are achieving their desired outcomes
• Surface expansion opportunities across your book and collaborate with Sales to execute
• Consult with customers on strategy, upcoming product releases, and identify account growth opportunities
• Own retention targets within your assigned client base
• Stay familiar with ApartmentIQ's full product suite (Market Survey, Explore, Daylight, and emerging products), knowing the signals that each call for, and understanding with enough depth to speak confidently across products your accounts haven't purchased yet
• Understand how underlying data is sourced and validated well enough to explain data questions or discrepancies to clients directly
• Tailor conversations to the right buyer persona per account (marketing, operations, revenue management, asset management)
• Partner with Product, Support, and Marketing to inform the product roadmap and customer communication strategies
• Maintain detailed, accurate, up-to-date customer data in the CRM

Requirements:

• 4+ years in Customer Success Management
• Proven track record hitting monthly benchmarks & metrics
• Strong communication skills, with the ability to navigate complex, multi-persona relationships
• Self-driven, coachable, and energized by a growth mindset
• Demonstrated ability to create great customer experiences, even across a demanding, high-touch book of business
• A collaborative team player who contributes to the success of the broader CS org
• Bachelor's degree or higher
• Multifamily experience is preferred
• Experience working with a SaaS product preferred
• Comfort operating in a multi-product, technically complex environment; prior experience with data-heavy or analytics-driven SaaS platforms preferred