Customer Success Manager

Prophetic Software builds an AI-native platform for real estate development. The Senior Customer Success Manager owns post-sale relationships with enterprise and mid-market accounts, driving adoption, customer value, renewals, and expansion while helping shape the company’s customer success practices.

Responsibilities:

• Own a portfolio of enterprise and mid-market accounts end-to-end — from onboarding through renewal and expansion
• Build deep relationships with champions, economic buyers, and executive stakeholders
• Drive product adoption by creating success plans tied to each customer’s business objectives
• Lead quarterly business reviews (QBRs) and executive check-ins that demonstrate ROI
• Monitor health scores, usage signals, and risk indicators; proactively intervene before churn
• Identify and close expansion opportunities in partnership with Account Executives
• Serve as the voice of the customer internally — surface product feedback, escalate blockers, and influence the roadmap
• Contribute to building out CS playbooks, onboarding templates, and team processes

Requirements:

• Candidates must be authorized to work in the United States without current or future sponsorship to be considered for this role
• 2+ years of Customer Success, Account Management, or related post-sale experience at a B2B SaaS company
• Experience owning a book of business and supporting renewal processes
• Comfortable leading QBRs and building relationships with day-to-day stakeholders
• Data-driven: you use health metrics, usage data, and renewal forecasts to prioritize your work
• Exceptional written and verbal communication; you can explain complex concepts simply
• Ability to manage 15–25 accounts simultaneously with strong organizational skills
• Experience in [relevant industry, e.g., AI / ML software, healthcare tech, fintech]
• Familiarity with tools like HubSpot, Slack, or Notion
• Experience at a startup or scale-up; comfort with ambiguity and building from scratch