Customer Success Manager

Job Description

Job Description

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. You will take ownership of creating and managing relationships, maintaining account health, upselling accounts, providing product feedback, and driving the customer renewal process, all while being an advocate for our customers. Working closely with our customers, you will gain insight into their unique objectives and challenges, and you'll craft personalized responses and plans that cater to varying levels of needs from our customers.

You will be responsible for ensuring our customers are successful in using our software and platform and achieving their business objectives. You will have a passion for customer success and a proven track record of achieving revenue targets.

Responsibilities:

• Strategic Relationship Management

  • Nurture & Expand: Build and maintain strong, long-term relationships across your customer base to deeply understand their unique business objectives.

  • Multi-Threaded Growth: Develop deep relationships beyond the daily users, specifically targeting and engaging with executive decision-makers to ensure platform stickiness.

  • Customer Advocacy: Act as the “Voice of the Customer” by collaborating with Product, Support, and Marketing to influence our product roadmap and communication strategy.

• Retention & Revenue Drive

  • Ownership of Targets: Take full accountability for achieving and exceeding retention and Net Revenue Retention (NRR) targets within your assigned book.

  • Sales Partnership: Partner closely with the Sales team to identify upsell and expansion opportunities, driving increased spend through strategic account planning.

  • Growth Strategy: Proactively identify areas for customer growth and consult on upcoming product releases to ensure clients stay ahead of the curve.

• Operational Excellence & Success Planning

• • Success Roadmaps: Create, document, and execute tailored Client Success Plans that align our platform's capabilities with the customer's desired outcomes.

  • Business Reviews: Conduct regular, high-impact Business Reviews to report on ROI, gather feedback, and recalibrate strategy.

  • Data Integrity: Ensure the CRM remains the “source of truth” by keeping all customer data, health scores, and interaction logs accurate and up-to-date.

Qualifications:

• A minimum of 4 years in Customer Success Management
• Multifamily experience is required
• Experience working with a B2B SaaS product
• Proven performance in hitting monthly benchmarks & metrics in previous positions
• Highly coachable, self-starter, with a growth mindset
• Demonstrated ability to create great customer experiences
• Strong communication skills with customers
• Ability to navigate complex relationships to accelerate product adoption, expansion, and seek opportunities for growth
• Ability to problem-solve, be creative, and drive customer retention
• Self-driven and independent; you thrive without constant supervision
• A collaborative team player who contributes to the collective success
• Agility in adapting to new scenarios and learning on the go

Why Rentable:

• Remote-First: We offer the freedom to work from home across most of the U.S. You'll enjoy the flexibility of remote work, balanced with high-energy in-person offsites to build real connections and celebrate our wins together.
• Competitive Compensation: We believe in hiring the best and paying accordingly. You'll receive a competitive salary that reflects your impact and expertise.
• Paid Time Off: Take the time you need with our flexible vacation policy and dedicated paid parental leave to support you and your family's biggest milestones.
• Total Wellness Coverage: We've got you covered from head to toe with comprehensive Medical, Dental, and Vision insurance plans.
• Peace of Mind (On Us): We fully invest in your security with 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance.
• Protection for Your Whole Crew: Access supplemental insurance for the unexpected, plus specialized coverage to keep your pets happy and healthy, too.
• Invest in Your Future: Secure your financial goals with our 401k Program, helping you build for the long term while you help us build the company

If you need assistance and/or a reasonable accommodation in the application or recruiting process, please contact your recruiter.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

We want to alert you to potential recruiting scams targeting job seekers. Please note that our company will never request payment, personal information, or any confidential details during the interview process.