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SOCi.ai · 14 hours ago

Manager, Customer Success - Property

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $130K/yr

3+ years exp

SOCi.ai is a leader in AI-powered marketing solutions for multi-location businesses, seeking an experienced Manager of Customer Success - Property. The role involves coaching a team of Customer Success Managers to enhance customer experiences and manage relationships within the multifamily property management sector.

AdvertisingArtificial Intelligence (AI)MarketingSoftware

Responsibilities

Manage, coach, and develop a team of Customer Success Managers (CSMs), providing clear expectations, feedback, and operational guidance

Monitor team performance across KPIs tied to retention, adoption, engagement, and customer satisfaction

Support CSMs in building and executing Success Plans that help customers achieve meaningful outcomes and mitigate risk

Ensure CSMs maintain strong, multi-threaded relationships within their accounts and act as trusted advisors to their customers — including navigating M&A of properties, as well as changing industry regulations

Guide the team in supporting high-volume, high-impact Property accounts with clear processes, repeatable playbooks, and strong cross-functional alignment

Partner closely with sales, implementation, support, and product teams to ensure alignment on key initiatives and a smooth, cohesive customer experience

Assist in managing customer escalations by coordinating with internal teams to ensure timely communication and resolution

Qualification

Customer Success ManagementMultifamily Property ExperiencePeople ManagementAnalytical SkillsCross-functional CollaborationConsultative CommunicationCoaching SkillsProblem-solving SkillsInterpersonal Skills

Required

1–2 years of people management or team lead experience, with 3–5+ years of Customer Success experience

Experience working with or directly within the multifamily property industry, with a strong understanding of the dynamics, stakeholders, and operational requirements of the industry

Strong analytical, organizational, and problem-solving skills

Ability to work cross-functionally and collaborate effectively to resolve issues and improve customer experience

Strong interpersonal and consultative communication skills

Motivated coach with a track record of developing and supporting team performance

Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned