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Director, Customer Success
ApartmentIQ. Lead, coach, and develop CSMs across SMB, Mid-Market, and Enterprise .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in Customer Success leadership, focusing on retention and renewal targets while building strong relationships with C-suite stakeholders. Proficient in managing multi-product SaaS environments and leveraging data platforms to drive customer engagement and satisfaction.
Highest-signal resume keywords
Customer Success LeadershipRetention And Renewal ManagementRelationship Building With C-SuiteData Platform ExperienceSalesforce Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success ManagementAccount ManagementPerformance ManagementForecastingHealth ScoringRisk ReviewsOnboardingCoachingProcess ImprovementData Methodology
Soft Skills
CoachingCommunicationLeadershipCollaborationProblem-Solving
Tools & Technologies
SalesforceGainsightGongCRM SystemsData Platforms
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
B2B SaaSMultifamilyPropTechReal EstateClient-Facing Role
About the role
Key responsibilities & impact- Lead, coach, and develop CSMs across SMB, Mid-Market, and Enterprise
- Hire and onboard CSMs and build bench strength
- Set expectations, run growth conversations, and establish career paths
- Set coverage standards for engagement cadence, executive contacts, and success plans
- Own retention and renewal targets and the supporting forecast
- Run proactive renewal processes and lead health-score, risk-review, and save-plan rhythms
- Coordinate CS/Sales responsibilities and route growth signals to sellers
- Build executive relationships with strategic accounts
- Support high-stakes renewals, escalations, and executive business reviews
- Maintain accurate CRM data and trustworthy health scores
- Report on book health, churn drivers, and retention trends to leadership
- Identify churn reasons, adoption gaps, and product requests
- Improve processes, playbooks, and tooling
- Maintain fluency across ApartmentIQ’s product suite and data methodology
- Enable the team on new product releases
- Partner with Implementation, Support, MavenAI CS, Product, Marketing, and Sales
- Bring customer feedback into product roadmap discussions
- Report to the SVP, CX
Requirements
What you’ll need- 10+ years in Customer Success, account management, or a related client-facing role in B2B SaaS
- 5+ years leading CS teams, including hiring, coaching, and performance management
- Proven track record owning retention and renewal targets for a book of business
- Experience building relationships with VP- and C-suite-level stakeholders across complex, multi-stakeholder accounts
- Multifamily, PropTech, or real estate experience preferred
- Experience with data platforms or multi-product SaaS environments
- Experience building operating rhythms, including forecasting, health scoring, and risk reviews
- Experience with Salesforce; Gainsight or Gong is a plus
- Bachelor's degree or higher
- Must be authorized to work for any employer in the U.S.
- Employment visa sponsorship is unavailable
Benefits
Comp & perks- Freedom to work from home across most of the U.S.
- High-energy in-person offsites
- Competitive salary
- Flexible vacation policy
- Dedicated paid parental leave
- Medical, Dental, and Vision insurance plans for employee and family
- 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance
- Supplemental insurance
- Specialized pet insurance coverage
- 401k Program