Manager of Customer Success | Housing

You will work cross-functionally with key stakeholders across the business to retain revenue within our customer base. You are capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite.

Responsibilities

Lead and develop a high-performing team of CSMs through coaching, training, performance management, and structured professional development; Own customer outcomes across the lifecycle, including onboarding, product adoption, retention, and overall account health; Drive measurable customer impact, ensuring clients understand and can articulate the ROI of EliseAI within their organizations; Identify and mitigate churn risk by building and executing scalable playbooks informed by data and customer insights; Partner with Sales to drive growth, contributing to account strategy, expansion planning, and upsell opportunities; Run a weekly metrics review, using performance data to diagnose gaps and implement improvements across the team; Collaborate cross-functionally with Product and Engineering to drive adoption of new features and elevate client feedback into roadmap discussions; Build and scale onboarding and enablement programs for new CSM hires to support rapid team growth; Partner with Marketing (content/design) to develop client education programs, including webinars, training materials, and stakeholder enablement resources; Attract top-tier talent to join our driven team

Requirements

Experience building a customer success organization in a high growth environment; 3+ years experience managing a customer success team; A track record in managing risk, forecasting, and identifying growth opportunities; Skilled in navigating cross-functional relationships within a high-growth SaaS environment; Excellent written and verbal communication skills; Strong sense of ownership and eagerness to build and define the customer success function; Ability to communicate candid, constructive feedback with your team; Strong customer-facing and presentation skills with the ability to establish credibility with executives; Willingness to work in person at our office 4-5 days a week

Nice to have

B2B SaaS startup experience

Benefits

Equity in the company; Medical, Dental and Vision premiums covered at 100%; Fully paid parental leave; Commuter benefits; 401k benefits; Fitness & home services stipend to cover part of your expenses so you can focus on what matters; A collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office; Unlimited vacation and paid holidays; We'll cover relocation packages and make the move exciting, not painful!