Customer Success Manager

We're a profitable, growth-stage company building industry-leading martech and data products for the PropTech space. Our focus is on category-leading AI and data SaaS products with triple-digit growth rates. We're a fully remote team of 100+ spread across the U.S. from coast to coast, operating on a strict no a**holes policy and proud to have built a community of highly performant people who take work seriously, but not themselves.

About Our Products

ApartmentIQ is the all-in-one data platform powering smarter decisions across multifamily—covering 40M units with daily property and market intelligence used for surveys, research, and revenue management. Trusted by 65% of the NMHC Top 50, it includes Market Survey, Explore, and Daylight products. Our sister company, MavenAI, delivers AI-powered marketing automation built by industry experts and integrated directly with property management systems, serving over 2M units.

Responsibilities

• Relationship Management & Strategy
  • Build and nurture strong relationships across your book of accounts, developing deep, multi-threaded connections with decision-makers and stakeholders to understand their goals and deepen platform usage
  • Create and document a tailored client success plan for each assigned account
  • Conduct regular business reviews to measure progress and ensure clients achieve desired outcomes
• Retention & Growth Awareness
  • Surface expansion opportunities across your book and collaborate with Sales to execute
  • Consult with customers on strategy, upcoming product releases, and identify account growth opportunities
  • Own retention targets within your assigned client base
• Product & Technical Fluency
  • Stay familiar with ApartmentIQ's full product suite and understand the signals each product addresses
  • Understand how underlying data is sourced and validated to explain discrepancies to clients
  • Tailor conversations to the right buyer persona per account (marketing, operations, revenue management, asset management)
• Cross-Functional Collaboration
  • Partner with Product, Support, and Marketing to inform the 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 & metrics
• Comfort operating in a multi-product, technically complex environment; prior experience with data-heavy or analytics-driven SaaS platforms preferred
• Strong communication skills, with the ability to navigate complex, multi-persona relationships
• Self-driven, coachable, and energized by a growth mindset
• Demonstrated ability to create great customer experiences, even across a demanding, high-touch book of business
• A collaborative team player who contributes to the success of the broader CS org
• Bachelor's degree or higher

Benefits

• Remote-First: Work from home across most of the U.S. with high-energy in-person offsites to build connections and celebrate wins
• Competitive Compensation: Competitive salary reflecting your impact and expertise
• Paid Time Off: Flexible vacation policy and dedicated paid parental leave
• Health Coverage: High-quality Medical, Dental, and Vision insurance for you and your family
• Disability & Life Insurance: 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance
• Supplemental Insurance: Access to supplemental insurance for unexpected events, plus pet coverage
• Retirement: 401k Program to help secure your financial future