Home365

Customer Success Manager

• Manage day-to-day owner relationships, service questions, and issue resolution
• Maintain scheduled owner communication cadence and follow through on outstanding concerns
• Coordinate owner escalations and homeowners association (HOA) administration
• Support owner exits through final accounting handoffs and documentation of churn reasons
• Receive, classify, resolve, and route inbound owner questions and service-related matters
• Provide status updates, timelines, and communications about decisions already made without making licensed determinations
• Receive owner notices and coordinate handovers and move-out service steps
• Support resident relations and onboarding activities as assigned
• Collaborate with Market Leaders, Maintenance Coordination, and Finance
• Document owner issues, escalations, handoffs, and follow-up actions
• Escalate lease terms, rent questions, accounting judgments, management agreements, rental advertising, rent quotations, and payment-plan negotiations to the licensed Market Leader
• Refer maintenance inquiries and vendor dispatch to Joanna’s team
• Refer delinquency and collections matters to Finance under Lior
• Monitor owner churn, owner-contact cadence compliance, and negative-balance indicators

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Customer Success Manager