The Customer Success Manager (CSM) is responsible for driving adoption, value, and long-term customer partnership across a portfolio of strategic accounts. CSMs act as trusted advisors and proactive problem‑solvers who champion customer outcomes, influence executive stakeholders, and collaborate cross‑functionally to ensure an exceptional customer experience.
This role requires strategic thinking, strong communication, relationship‑building across multiple layers of an organization, and the ability to interpret data to guide decisions. The ideal candidate thrives in a dynamic SaaS environment and takes pride in delivering measurable impact for both customers and the business.
Core Responsibilities
Strategic Relationship & Account Management
Develop, maintain, and execute success plans aligned to customer business objectives and operational outcomes.
Build and strengthen relationships with stakeholders at multiple levels, from frontline users to executive sponsors.
Conduct regular engagement meetings and formal business reviews to assess progress, demonstrate value, and shape next steps.
Facilitate change management, onboarding success, and ongoing best practices to maximize adoption.
Customer Health, Risk & Retention
Monitor customer health, product adoption, engagement signals, and sentiment; identify and act on early risk indicators.
Manage and coordinate escalations, ensuring issues are addressed quickly, transparently, and with strong cross‑functional alignment.
Drive renewal readiness by ensuring value realization is consistently demonstrated, documented, and communicated.
Collaborate closely with Account Managers to identify expansion opportunities and support revenue growth.
Advocacy, Product Partnership & Enablement
Serve as the voice of the customer internally—collecting, analyzing, and relaying meaningful product feedback and feature needs.
Partner with the Product team to evaluate new features, contribute customer insights, and help shape roadmap prioritization.
Deliver compelling presentations, training, and content that empower customers and reinforce strategic outcomes.
Process Improvement & Cross‑Functional Collaboration
Work with internal teams to refine Customer Success processes, documentation, and tooling to improve efficiency and communication.
Collaborate with Product, Sales, Support, and Implementation to ensure seamless lifecycle management and strong customer outcomes.
Contribute to team initiatives that enhance the end‑to‑end customer experience and drive operational excellence.
Core Competencies
- Strategic Thinking: Understands customer goals, industry dynamics, and business outcomes to guide long‑term plans.
- Relationship Management: Builds trust and advocacy across diverse customer personas and organizational levels.
- Problem Solving & Data Fluency: Interprets health and usage data to diagnose issues, influence strategy, and take decisive action.
- Effective Communication: Excels in persuasive verbal communication and executive‑level written communication.
- Retention & Risk Management: Anticipates and mitigates risk, manages escalations, and supports renewal and retention strategies.
- Product & Industry Knowledge: Familiarity with SaaS delivery models; multifamily experience and Gainsight proficiency preferred.
What we think you need to be successful
- A minimum of 3+ years of Customer Success experience in a SaaS environment
- Experience in the multifamily or PropTech industry preferred
- Experience with Gainsight or similar CS platforms preferred
- Exceptional written and verbal communication skills
- High degree of ownership, organization, and the ability to execute independently
- Strong analytical skills and comfort interpreting customer insights and usage data
Benefits
- Work from anywhere supported by a flexible company culture
- Opportunity to work for one of the fastest growing technology companies in the PropTech industry
- Unlimited vacation time
- Generous paid parental leave
- Competitive and equitable pay, including stock options
- Monthly stipends to support wellness and home office expenses
Equal Opportunity Statement
We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that HappyCo upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. HappyCo is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
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