Customer Success Manager

About the role

This role exists because Uniti’s customer book is growing faster than any one person can manage, and because the customers we keep and grow this year are the ones who will carry us into new verticals.

What You'll Own

• Own the post-sale relationship for every operator on your book — onboarding, adoption, renewal, and expansion.
• Partner with the AE on a clean Sales-to-Implementation handoff, then run the kickoff and pilot phase alongside the Implementation Manager through go-live.
• Monitor agent performance and operator health weekly — call quality, response time, conversion, escalations — and surface risks before they become churn.
• Lead renewal conversations and identify expansion paths into additional agent families and additional channels.
• You own the commercial conversation, not just the relationship.
• Translate what you hear from operators into product feedback that lands with the right people on Product and Engineering.
• Be the operator's voice in the building.
• Keep internal systems current — health scores, churn risk indicators, expansion forecasts, check-in cadence in Monday.com — so commercial leadership can see the book at a glance.
• Develop real affinity for what our customers actually deal with day-to-day. Talk to operators. Sit in on calls. Share what you learn with the team.

What You Have

• 3–5 years in Customer Success, Account Management, or Strategic Partnerships at a SaaS or AI company.
• Real estate or multi-location operator experience strongly preferred.
• A strong understanding of the customer lifecycle from pilot through renewal and expansion.
• You've owned commercial conversations before, not just relationship ones.
• CRM (Salesforce, HubSpot), a BI tool, Monday.com or similar.
• An analytical instinct: you can read an operator's adoption metrics and tell us what's actually going on, not just what the dashboard says.
• A track record of running ambiguous customer situations end-to-end — figuring out what's broken, scoping the fix, and bringing in the right internal partners.
• Bonus: Operator background — you've worked at a real estate operator, a property management company, or a vertical SaaS that sold into one.
• Familiarity with PMS systems used by real estate operators.
• Prior work at an AI-native company where you've owned customer success during a category's early growth.
• Startup experience a big plus.

Who You Are

• You want to be at an early-stage startup.
• You've been in a high-growth environment before and you know what tripling headcount in a year actually feels like.
• You take ownership of large, undefined problems.
• You'd rather sit on an operator's call than watch a churn dashboard.
• The best ideas about our product come from what operators actually say.
• You ship fast and iterate.

Benefits

• Full medical, dental, and vision coverage
• Flexible PTO
• Meaningful equity and responsibility