Manager, Customer Success - Property

SOCi is hiring a Manager of Customer Success - Property to lead and develop Customer Success Managers supporting multifamily property management customers. The role focuses on consistent customer experiences, customer value, adoption, retention, and coordinated execution across the customer journey.

Responsibilities:

• Manage, coach, and develop a team of Customer Success Managers (CSMs), providing clear expectations, feedback, and operational guidance
• Monitor team performance across KPIs tied to retention, adoption, engagement, and customer satisfaction
• Support CSMs in building and executing Success Plans that help customers achieve meaningful outcomes and mitigate risk
• Ensure CSMs maintain strong, multi-threaded relationships within their accounts and act as trusted advisors to their customers — including navigating M&A of properties, as well as changing industry regulations
• Guide the team in supporting high-volume, high-impact Property accounts with clear processes, repeatable playbooks, and strong cross-functional alignment
• Partner closely with sales, implementation, support, and product teams to ensure alignment on key initiatives and a smooth, cohesive customer experience
• Assist in managing customer escalations by coordinating with internal teams to ensure timely communication and resolution

Requirements:

• 1–2 years of people management or team lead experience, with 5+ years of Customer Success experience
• Experience working with or directly within the multifamily property industry, with a strong understanding of the dynamics, stakeholders, and operational requirements of the industry
• Strong analytical, organizational, and problem-solving skills
• Ability to work cross-functionally and collaborate effectively to resolve issues and improve customer experience
• Strong interpersonal and consultative communication skills
• Motivated coach with a track record of developing and supporting team performance