Customer Success Manager

We’re Changing the PropTech Industry We’re a profitable, growth-stage company building industry-leading martech and data products for the PropTech space. Our focus is on our category-leading AI and data SaaS products with triple-digit growth rates. We’re a fully remote team of 100+ spread across the U.S. from coast to coast. We operate on a strict no a**holes policy and are proud to have built a community of highly performant people that take our work seriously, but not ourselves. And, we're looking for exceptional people to help further accelerate our growth. While we’ve raised $30MM+ to date from some of the world’s best investors, we’re profitable with a strong balance sheet and an indefinite runway. We pride ourselves on achieving rapid growth without having to incinerate capital. About Our Products ApartmentIQ is the all-in-one data platform powering smarter decisions across multifamily—covering 40M units with daily property and market intelligence used for surveys, research, and revenue management. We're trusted by 65% of the NMHC Top 50. Our sister company, MavenAI , delivers AI-powered marketing automation built by industry experts and integrated directly with property management systems, serving over 2M units. The Role As the Customer Success Manager for the ApartmentIQ product, you'll play an important role in driving a seamless experience for our customers — taking ownership of creating and managing relationships, maintaining account health, surfacing growth opportunities, providing product feedback, and driving the customer renewal process, all while being an advocate for our customers. Working closely with each customer, you'll gain real insight into their objectives and challenges, crafting personalized plans that cater to varying levels of need across multiple stakeholders. You'll need a genuine passion for customer success and a proven track record of hitting your retention targets, along with the consultative instincts to navigate more complex, multi-threaded accounts. What You'll Do: Relationship Management & Strategy Build and nurture strong relationships across your book of accounts, developing deep, multi-threaded connections with decision-makers and stakeholders to deeply understand their goals and deepen platform usage Create and document a tailored client success plan for each assigned account Conduct regular business reviews to measure progress and ensure clients are achieving their desired outcomes Retention & Growth Awareness Surface expansion opportunities across your book and collaborate with Sales to execute Consult with customers on strategy, upcoming product releases, and identify account growth opportunities Own retention targets within your assigned client base Product & Technical Fluency Stay familiar with ApartmentIQ's full product suite (Market Survey, Explore, Daylight, and emerging products), knowing the signals that each call for, and understanding with enough depth to speak confidently across products your accounts haven't purchased yet Understand how underlying data is sourced and validated well enough to explain data questions or discrepancies to clients directly Tailor conversations to the right buyer persona per account (marketing, operations, revenue management, asset management) Cross-Functional Collaboration Partner with Product, Support, and Marketing to inform the product roadmap and customer communication strategies Maintain detailed, accurate, up-to-date customer data in the CRM What We’re Looking For: 4+ years in Customer Success Management Multifamily experience is preferred Experience working with a SaaS product preferred Proven track record hitting monthly benchmarks & metrics Comfort operating in a multi-product, technically complex environment; prior experience with data-heavy or analytics-driven SaaS platforms preferred Strong communication skills, with the ability to navigate complex, multi-persona relationships Self-driven, coachable, and energized by a growth minds…