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
    

  • Adoption
    

  • 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

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:
  

  • AI-driven customer health analysis
    

  • Automated insight generation
    

  • Predictive risk modeling
    

  • Workflow automation for account reviews or renewals
    
    

  • Comfort working with data:
    

    • Dashboards
      

    • Customer usage metrics
      

    • Operational KPIs
      
      

    • Strong executive communication skills

    • Proven ability to manage client relationships with consultative authority

Strongly Preferred

• • PropTech or Multifamily experience
    
    

  • Experience with customer success platforms (e.g., Gainsight, Totango, Catalyst)
    
    

  • Experience working with:
    

    • Product telemetry
      

    • Usage data
      

    • BI tools
      
      

    • Hands-on experience with AI tools such as:
      

      • LLMs integrated into workflows
        

      • No-code automation
        

      • Data enrichment pipelines

      • Bachelor's degree (or equivalent professional experience)

What Success Looks Like (First 6–12 Months)

• You are independently running AI-enhanced account reviews
  
  

• Your customer risk assessments are data-backed and defensible
  
  

• You are surfacing churn risk earlier than traditional CSM methods
  
  

• Your workflows reduce manual effort while improving customer clarity
  
  

• Your accounts show measurable improvements in:
  

  • Product adoption
    

  • Renewal Confidence

  • Executive engagement