About the Role
We are building an AI-first customer experience organization. This Customer Success Manager role is for operators who have already used AI in real business workflows to improve customer outcomes — not just to draft emails or summarize notes.
You will own a portfolio of multifamily SaaS customers and act as a consultative partner, using data, analytics, and applied AI techniques to drive retention, adoption, and measurable business impact for our clients.
This is a hands-on role for CSMs who blend relationship management with analytical rigor and modern AI-driven workflows.
What You’ll Do
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Own and grow a book of multifamily SaaS customers with responsibility for:
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Retention
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Aoption
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Product value realization
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Use AI tools and workflows to:
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Analyze customer health, usage, and risk patterns
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Surface expansion and churn risk signals
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Automate reporting, insights, and executive-ready customer narratives
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Develop AI-powered customer insights:
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Create health dashboards
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Summarize behavioral trends
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Build renewal risk narratives backed by data
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Act as a consultative partner to customer leadership teams using:
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Data-backed recommendations
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Operational insights
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Outcome-focused success plans
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Partner cross-functionally with:
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Product
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Support
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Services
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RevOps / Analytics
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Document and operationalize repeatable AI workflows that improve:
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CSM efficiency
- Renewal predictability
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Customer visibility
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Required Skills - What we think you need to be successful
- A minimum of 3+ years in Customer Success, Account Management, or Client Services in a SaaS environment
- Demonstrated, real-world application of AI in business workflows, such as:
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AI-driven customer health analysis
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Automated insight generation
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Predictive risk modeling
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Workflow automation for account reviews or renewals
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Comfort working with data:
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Dashboards
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Customer usage metrics
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Operational KPIs
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Strong executive communication skills
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Proven ability to manage client relationships with consultative authority
Strongly Preferred
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PropTech or Multifamily experience
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Experience with customer success platforms (e.g., Gainsight, Totango, Catalyst)
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Experience working with:
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Product telemetry
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Usage data
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BI tools
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Hands-on experience with AI tools such as:
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LLMs integrated into workflows
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No-code automation
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Data enrichment pipelines
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- Bachelor's degree (or equivalent professional experience)
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What Success Looks Like (First 6–12 Months)
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You are independently running AI-enhanced account reviews
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Your customer risk assessments are data-backed and defensible
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You are surfacing churn risk earlier than traditional CSM methods
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Your workflows reduce manual effort while improving customer clarity
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Your accounts show measurable improvements in:
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Product adoption
- Renewal Confidence
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Executive engagement
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