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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success management, focusing on retention strategies, team leadership, and operational excellence. Proficient in utilizing automation and AI to enhance client experiences and streamline processes.
Highest-signal resume keywords
Customer Success ManagementTeam LeadershipRetention Strategy DevelopmentOperational ExpertiseData Fluency
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 ProcessesRetention Metrics ImprovementStrategic PlanningAutomation FluencyAI UtilizationB2B Software ExperienceData AnalysisCRM Proficiency
Soft Skills
Strong Communication SkillsDecisiveness in Ambiguous Situations
Tools & Technologies
HubSpotAsanaClaudeDigital Marketing Tools
Industry Keywords
Multifamily ExperienceReal Estate ExperienceHybrid Delivery Experience
About the role
Key responsibilities & impact- Own the post-sale client relationship and Resi's retention
- Oversee the full post-sale client lifecycle across the platform and managed services
- Set the customer success strategy and operating model
- Lead strategic planning, including annual and quarterly goals, priorities, and initiatives
- Lead, develop, and retain the customer success team
- Own the customer success budget across team, tools, and vendors
- Use systems, technology, automation, and AI to scale team output and improve customer experience
- Orchestrate client work across teams to keep launches and service changes on schedule
- Lead onboarding and implementation strategy from Sales handoff through launch
- Oversee the support function and knowledge strategy
- Partner with sales, marketing, design, digital marketing, product, and engineering
- Report retention, client health, and team performance to leadership
- Own gross and net revenue retention through segmented coverage, health scoring, early warning signals, and save plans
Requirements
What you’ll need- 5+ years in customer success or related discipline; ideal experience with B2B software
- 3+ years managing a team
- Experience owning and improving a retention number
- Operational and strategic expertise, including planning and systematizing work
- Experience building CS processes from scratch and developing scalable systems
- Hands-on automation and AI fluency
- Proven decisiveness in ambiguous situations
- Data fluency across CRMs and other business systems
- Strong written and verbal communication skills
- Multifamily experience or transferable real estate experience preferred
- Hybrid delivery experience preferred
- Hands-on proficiency in HubSpot, Asana, Claude, or similar CS tools preferred
- Marketing technology or digital marketing services background is a bonus
- Located in U.S. time zones
- Willingness to travel approximately 20% for client visits and conferences
Benefits
Comp & perks- Fully remote position
- Travel requirements of approximately 20% for client visits and conferences