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

• Own and grow a book of multifamily SaaS customers with responsibility for:

  • Retention

  • Aoption

  • Product value realization

• Use AI tools and workflows to:

  • Analyze customer health, usage, and risk patterns

  • Surface expansion and churn risk signals

  • Automate reporting, insights, and executive-ready customer narratives

• Develop AI-powered customer insights:

  • Create health dashboards

  • Summarize behavioral trends

  • Build renewal risk narratives backed by data

• Act as a consultative partner to customer leadership teams using:

  • Data-backed recommendations

  • Operational insights

  • Outcome-focused success plans

• Partner cross-functionally with:

  • Product

  • Support

  • Services

  • RevOps / Analytics

• Document and operationalize repeatable AI workflows that improve:

  • CSM efficiency

  • Renewal predictability

  • Customer visibility