Equiem · 5 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
3+ years expEquiem is the world's leading end-to-end tenant engagement platform for commercial real estate, seeking a strategic Customer Success Manager to manage a portfolio of customers in North America. The role focuses on driving adoption, retention, and expansion while ensuring customers achieve measurable outcomes and realize the broader value of the platform.
Building MaterialCommercial Real EstateProperty ManagementReal EstateRetail Technology
No H1B
Responsibilities
Lead seamless onboarding: Guide customers through onboarding, including end-user launch, ensuring early adoption and value realisation
Maintain customer health: Proactively monitor engagement, adoption, and satisfaction throughout the lifecycle
Drive measurable outcomes for customers: Define, track, and deliver on success metrics via success plans and strategic business reviews that demonstrate tangible business value to the customer
Act as a strategic advisor: Align platform capabilities to customer objectives and success plans to help them achieve their objectives
Identify and execute feature upsells: Own opportunities to expand platform usage and unlock additional value for customers
Leverage data for strategic decisions: Use platform analytics and customer insights to identify opportunities, mitigate risks, and inform decisions that benefit the customer
Deliver impactful enablement: Design and run trainings and workshops that accelerate adoption and maximise the customer’s ability to achieve their objectives
Represent the voice of the customer: Gather insights and feedback to inform product strategy and internal decisions
Foster customer advocacy: Generate and share success stories and references that showcase the customer’s outcomes and value realised
Support Account Managers: Provide guidance, insights, and strategic input for renewals and site expansion
Qualification
Required
3–5+ years in Customer Success, Account Management, Community Management, or other client-facing roles in SaaS or property/commercial real estate industries
Experience leading SaaS onboarding is a plus
Fluent in English; additional languages are a plus
Takes ownership, acts decisively, and drives outcomes while collaborating effectively
Quickly grasps new tools, processes, customer and market trends to deliver continuous value
Builds long-term relationships, provides strategic guidance, and confidently engages senior stakeholders
Persuasively conveys insights in written, verbal, and presentation formats to align stakeholders and drive progress
Analyses complex situations and delivers actionable solutions that drive measurable outcomes
Identifies and drives feature expansion opportunities aligned to customer objectives
Manages multiple accounts and projects while guiding customers through change and adoption
Proactively identifies adoption, engagement, and commercial risks, mitigating threats to retention and growth
Benefits
401(k) savings plan
Medical insurance
Company
Equiem
Equiem provides technology and services that vastly improves how building managers engage with property and the people who occupy them.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$20.5MKey Investors
LPC VenturesGrollo Group
2022-01-01Series Unknown
2021-07-07Corporate Round
2019-08-15Series Unknown· $8.4M
Leadership Team
Gabrielle McMillan
CEO
Company data provided by crunchbase