Senior Enterprise Customer Success Manager

About the role

We're looking for an exceptional Senior Enterprise Customer Success Manager to own our most strategic, highest-stakes, multi-threaded customer relationships. This role spans altitude, managing both contract details and property-level data questions, and advising VP- and C-suite-level stakeholders.

Responsibilities

• Relationship Management & Strategy
• Proactively manage a portfolio of Enterprise key accounts
• Deeply understand business and goals of key customer decision-makers and stakeholders
• Create and build strong multi-threaded relationships with key customer decision-makers and stakeholders
• Act as the quarterback of the enterprise relationship
• Operate holistically and coordinate across CS, Sales, Support, and Product
• Create and document tailored client success plans
• Conduct regular business reviews (check-ins, QBRs, executive BRs)
• Retention & Growth Awareness
• Partner with customers on business goals, strategy, and upcoming product releases
• Identify and surface account growth opportunities
• Own retention targets within your assigned client base
• Product & Technical Fluency
• Maintain deep fluency across ApartmentIQ's full product suite
• Represent AIQ credibly in executive business reviews and board-level reporting conversations
• Defend explainable-AI pricing rationale
• Cross-Functional Collaboration
• Translate business needs and product requirements into new solutions for customers
• Accurately document and update client records, notes, and interactions in the CRM
• Subject Matter Expertise & Influence
• Serve as a trusted advisor to VP- and C-suite-level stakeholders
• Champion a culture of teamwork

Requirements

• 8+ years in a client-facing or account management role, including experience managing relationships with VP- and C-suite-level stakeholders
• Strong judgment and consultative problem-solving in high-ambiguity situations
• Willingness to work in the operational weeds
• Experience in data platforms or complex, multi-product SaaS environments
• Multi-Family, PropTech, or Real Estate experience a bonus
• Experience with Salesforce (and Gainsight or a similar platform)
• Detail-oriented, dependable, proactive, and collaborative

Qualifications

• Bachelor's degree or higher

Skills

• Data platforms or complex, multi-product SaaS environments
• Multi-Family, PropTech, or Real Estate experience
• Experience with Salesforce (and Gainsight or a similar platform)
• Client-facing or account management experience
• Problem-solving in high-ambiguity situations
• Operational fluency
• Consultative approach
• Technical fluency
• Cross-functional collaboration
• Subject matter expertise

Benefits

• Remote-First
• Competitive Compensation
• Paid Time Off
• Your Health Matters
• Peace of Mind (On Us)
• Invest in Your Future

Pay

TBD

Schedule

Full-time