Customer Success Manager

About the role

Prisma is transforming the multifamily industry through innovative payment solutions and resident technology. We're looking for a strategic, commercially minded Customer Success Manager who thrives on building executive relationships, driving customer adoption, influencing revenue growth, and helping customers achieve measurable business outcomes.

Responsibilities

• Own a portfolio of Prisma's largest and most strategic multifamily customers, serving as the executive relationship owner throughout the customer lifecycle.
• Build trusted relationships with executive sponsors, regional leadership, and operational stakeholders by understanding their business objectives and aligning Prisma solutions to long-term strategic goals.
• Develop multi-year strategic account plans that increase customer adoption, improve business outcomes, protect recurring revenue, and identify expansion opportunities.
• Quarterback complex customer initiatives by aligning Sales, Product, Engineering, Support, Finance, Operations, and Implementation teams to deliver a seamless customer experience and successful business outcomes.
• Lead Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and executive planning sessions that reinforce ROI, communicate strategic value, and influence executive decision-making.
• Drive customer adoption by developing tailored engagement strategies that increase resident utilization, payment volume, and overall platform value.
• Proactively identify, develop, and influence expansion opportunities by understanding customer priorities, recommending additional Prisma solutions, building executive business cases, and partnering with Sales to drive revenue growth.
• Monitor customer health, proactively identify business risks, and develop executive-level mitigation strategies that improve retention, protect recurring revenue, and strengthen customer partnerships.
• Serve as the voice of the customer by uncovering business requirements, translating customer feedback into actionable insights, and influencing Product roadmap discussions.
• Influence customer business strategy by leveraging industry trends, benchmarking, and consultative recommendations that improve operational performance and maximize return on investment.
• Assist in configuration of the product against customer specifications.
• Ability to provide revenue forecasting reports to sales and leadership management.
• Lead complex customer escalations with urgency and ownership, coordinating internal stakeholders and maintaining executive-level communication throughout resolution.
• Use customer data, industry trends, financial metrics, and business insights to guide strategic conversations, identify opportunities, forecast customer growth, and influence customer success strategies.
• Continuously improve the Customer Success organization by identifying scalable process improvements, mentoring teammates, sharing best practices, and contributing to the evolution of strategic account management.

Candidate Requirements

• 7+ years of experience in Enterprise Customer Success, Strategic Account Management, Enterprise SaaS, Consulting, or a related customer-facing leadership role.
• Demonstrated success managing complex enterprise customer relationships and influencing executive stakeholders.
• Proven ability to drive customer adoption, protect recurring revenue, and influence measurable revenue growth within existing customer portfolios.
• Experience developing executive business cases and partnering with Sales to expand strategic customer relationships.
• Strong commercial acumen with the ability to identify customer business challenges and translate them into growth opportunities.
• Exceptional executive communication, presentation, negotiation, and relationship-building skills.
• Strong organizational, analytical, consultative, and project management abilities.
• Demonstrated ability to independently lead complex customer initiatives involving multiple cross-functional stakeholders.
• Proficiency with CRM platforms such as HubSpot or Salesforce.
• Able to travel up to 20%.

Preferred Experience

• Experience in PropTech, FinTech, multifamily housing, digital payments, banking, or enterprise software.
• Experience managing strategic customer portfolios representing significant recurring revenue.
• Experience presenting to executive audiences including C-suite, Vice Presidents, and Regional Leadership.
• Experience mentoring Customer Success professionals or leading cross-functional strategic initiatives.