Customer Success Manager
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Job Description
Customer Success Manager driving retention, expansion, and product adoption for ApartmentIQ’s multifamily data SaaS platform. Managing strategic accounts, success plans, renewals, customer insights, and cross-functional product collaboration remotely across most of the U.S.
Responsibilities:
- Build and nurture strong relationships across a book of accounts, including multi-threaded connections with decision-makers and stakeholders
- Create and document tailored client success plans for assigned accounts
- Conduct regular business reviews to measure progress and ensure desired customer outcomes
- Surface expansion opportunities and collaborate with Sales to execute them
- Consult customers on strategy and upcoming product releases
- Identify account growth opportunities
- Own retention targets within the assigned client base
- Maintain fluency across ApartmentIQ’s product suite and explain product signals
- Explain data sourcing, validation, questions, and discrepancies to clients
- Tailor conversations to buyer personas across marketing, operations, revenue management, and asset management
- Partner with Product, Support, and Marketing on product roadmap and customer communication strategies
- Maintain detailed, accurate, up-to-date customer data in the CRM
Requirements:
- 4+ years in Customer Success Management
- Multifamily experience preferred
- Experience working with a SaaS product preferred
- Proven track record hitting monthly benchmarks and metrics
- Comfort operating in a multi-product, technically complex environment
- Prior experience with data-heavy or analytics-driven SaaS platforms preferred
- Strong communication skills and ability to navigate complex, multi-persona relationships
- Self-driven, coachable, and energized by a growth mindset
- Demonstrated ability to create great customer experiences across a demanding, high-touch book of business
- Collaborative team player who contributes to the broader Customer Success organization
- Bachelor’s degree or higher
- Must be authorized to work for any employer in the U.S.; no employment visa sponsorship or takeover of sponsorship available
Benefits:
- Flexible vacation policy
- Dedicated paid parental leave
- Medical, Dental, and Vision insurance plans for you and your family
- 100% company-paid Short-Term Disability insurance
- 100% company-paid Long-Term Disability insurance
- 100% company-paid Basic Life Insurance
- Supplemental insurance
- Specialized pet insurance coverage
- 401k Program
- Remote work flexibility
- In-person offsites
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