Enterprise Customer Success Manager, Prisma

Priority Commerce is hiring an Enterprise Customer Success Manager for Prisma to own and grow strategic multifamily client relationships. The role focuses on retention, product adoption, revenue growth, executive engagement, and coordinating cross-functional teams to deliver measurable client outcomes.

Responsibilities:

• Own strategic enterprise relationships, with accountability for customer satisfaction, retention, adoption, and growth
• Build relationships across multiple levels of the client organization through regular onsite and virtual meetings, reducing reliance on any single contact
• Develop actionable account plans aligned with client priorities, measurable outcomes, and commercial opportunities
• Lead executive and quarterly business reviews that communicate performance, ROI, recommendations, and next steps
• Monitor account health, anticipate risks, and coordinate mitigation plans to protect recurring revenue
• Identify upsell, cross-sell, and expansion opportunities; partner with Sales to progress qualified opportunities
• Increase adoption and utilization of Prisma solutions, including resident engagement and payment volume
• Maintain clear visibility into renewal risks, growth opportunities, and account-level revenue forecasts
• Serve as the strategic point of contact, coordinating Support, TAM, Product, Sales, and Operations to resolve complex issues and deliver outcomes
• Use performance data and customer feedback to recommend improvements and communicate the voice of the customer internally
• Maintain accurate CRM records, including verified contacts, decision-makers, engagement history, risks, and commercial opportunities
• Improve Customer Success processes, reporting, and account-management practices

Requirements:

• 5+ years in enterprise customer success, strategic account management, or a related client-facing role
• Track record of managing complex enterprise relationships and influencing senior executives
• Demonstrated success driving retention, adoption, and commercial growth
• Strong analytical, commercial, communication, presentation, and problem-solving skills
• Ability to work independently and coordinate cross-functional initiatives
• Experience with CRM platforms such as HubSpot or Salesforce
• Multifamily housing, PropTech, FinTech, digital payments, or enterprise SaaS
• Knowledge of property management operations, payment processing, or resident technology
• Management of large customer portfolios with significant recurring revenue