Mixed Use CSM I

Overview: The Lifecycle Customer Success Manager (CSM) supports a high-volume portfolio of established Buildium customers, typically two or more years into their tenure. This role focuses on helping long-term customers continue to realize value from Buildium as their businesses, teams, and operational needs evolve. The Lifecycle CSM blends scaled engagement with targeted human interaction to strengthen product adoption, improve customer health, and support retention and expansion.

Responsibilities

• Manage a high-volume portfolio of established Buildium customers, balancing scaled outreach with targeted 1:1 engagement.
• Conduct customer conversations to understand evolving business objectives, operational challenges, and opportunities to increase value from Buildium.
• Design and execute lifecycle programs that re-engage customers, strengthen adoption, and support continued customer maturity.
• Identify adoption gaps, risk signals, and changes in customer needs, and take appropriate action to improve customer health and retention.
• Identify expansion opportunities and connect customers with relevant Buildium products, services, and resources.
• Analyze customer data, product usage, tenure, and engagement trends to prioritize outreach and optimize lifecycle strategies.
• Act as a strategic advisor within defined touchpoints, helping customers adopt best practices and maximize the value of their Buildium investment.
• Proactively engage customers during key lifecycle moments, including changes in product usage, business growth, organizational transitions, and renewal periods.
• Collaborate cross-functionally with Product, Marketing, Sales, Support, and other Customer Success teams to improve customer outcomes and messaging alignment.
• Share recurring customer feedback, adoption barriers, and lifecycle insights with internal stakeholders.
• Maintain accurate customer data, health indicators, and activity tracking within CRM and other systems.

Requirements

• Minimum of 2+ years of combined experience in Customer Success, Account Management, Sales, or another revenue-driving customer-facing role, ideally within a software or SaaS organization.
• Strong understanding of the SaaS customer lifecycle, including adoption, retention, expansion, renewal, and long-term value realization.
• Proven ability to manage a high-volume book of business while delivering targeted, consultative customer interactions.
• Experience working with established customers whose business needs and product usage may have evolved over time.
• Experience conducting customer calls and connecting product capabilities to business outcomes.
• Ability to identify and act on adoption gaps, customer risk signals, and expansion opportunities.
• Strong analytical skills, with the ability to interpret customer health, engagement, and usage trends and prioritize actions at scale.
• Confidence navigating CRM platforms; Salesforce experience is preferred.
• Excellent written, verbal, and interpersonal communication skills.
• Strong relationship-building skills across internal and external stakeholders.
• Highly self-motivated, adaptable, and comfortable operating in a dynamic environment.
• Technically proficient with Microsoft Office Suite and Google Workspace.
• Previous experience in real estate, property management, or a related industry is highly desirable.

Benefits

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Pay

USD $23.32 - USD $39.66 /Hr.