Enterprise Customer Success Manager

Position Overview

FIRSTSTEPS builds the operating system for community management – software that runs HOA accounting, resident communication, operations, and payments for communities across the country. Our customers are property management companies and self-managed HOAs who depend on us to run their business every day. We are growing, PE-backed, and in the middle of a meaningful transformation of how we serve our most strategic customers. We are looking for an Enterprise Customer Success Manager who is ready to own a portfolio of our highest-value accounts from day one.

What You Will Own

• You will carry a portfolio of 12-18 enterprise accounts representing the highest ARR concentration in our customer base.
• Lead monthly strategic meetings and quarterly business reviews with executive-level contacts across your accounts.
• Own health score monitoring and risk escalation for every account in your portfolio.
• Identify and close expansion opportunities in partnership with Sales.
• Serve as the internal voice of your customers to Product and Engineering.
• Document account strategy and activity in Salesforce with enough clarity that leadership always knows where things stand.

What We Are Looking For

• Bachelor's degree (B.S. or B.A.) required.
• At least four years of customer success experience, with at least two years in an enterprise or strategic accounts role.
• Experience managing portfolios of $1M ARR or more – and the ability to speak specifically to how you protected or grew that revenue.
• Comfort presenting to senior operators and executives; you do not need a script to handle a hard conversation.
• A strong understanding of SaaS business models, health score management, and proactive risk mitigation.
• Experience in property management, HOA software, or community management is a plus.

What You Can Expect

• You will join a small, senior CS team at a company that is actively investing in what customer success looks like at scale.
• You will be based in our Denver office, working alongside a cross-functional leadership team.
• Career growth and development opportunities within the company.
• Competitive compensation including a base salary plus variable compensation tied to gross revenue retention and net revenue retention in your portfolio.
• Details shared during the interview process.
• PAY RANGE & LOCATION: Full-Time Onsite (Denver, CO Headquarters) Compensation: $90,000 - $110,000 Base Salary + $10,000 Variable Performance Comp Potential per year.
• Benefits for Full Time Roles Include The Following: 100% company paid onsite employee parking, Medical, Dental, and Vision Company-sponsored Life Insurance, Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance, FSA/HSA, Paid Time Off Sick Time, Paid covered employee parking, 401k match.

Company Culture

• FIRSTSTEPS is proud to be an equal opportunity employer.
• All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.