Customer Success Account Manager

Unity Communications; Hermosillo; Remote; MXN 600,000 - 800,000; Full time

Job summary

Unity Communications is seeking a Customer Success Account Manager to support a fast-growing U.S. software company in PropTech and real estate finance.

You’ll be the primary contact for our customer base, shaping the foundation of the company’s customer success strategy. The role suits professionals with multifamily property management background transitioning into SaaS, bringing industry knowledge into a strategic, tech-focused environment.

Qualifications

• 3–5+ years of experience in multifamily property management, preferably as a regional or operations manager.
• Experience with SaaS platforms or property management tools (e.g., Yardi, Entrata, RealPage).
• Knowledge of budgeting and financial planning in real estate sector.
• Previous experience in customer-facing or consultative roles.
• Excellent communication in English and Spanish (written and verbal).
• Proficiency with documentation, project management, and productivity tools.
• Adaptability and initiative to work in a fast-paced startup environment.

Responsibilities

• Build and manage customer onboarding processes and documentation.
• Support the design and implementation of the budget lifecycle management framework.
• Shadow internal leaders to learn customer workflows and document best practices.
• Create training materials tailored to property, regional, and asset managers.
• Lead quarterly business reviews (QBRs) and identify upsell opportunities.
• Track and report on KPIs such as churn, engagement, and time-to-value.
• Collaborate with marketing on customer engagement content and events.
• Provide day-to-day support to ensure customer satisfaction during budget cycles.

Skills

Bilingual English/Spanish

Customer-facing experience

Excellent communication

Documentation & project management

Adaptability in startup

Tools

Yardi

Entrata

RealPage

Job description

About the Role

We’re hiring a Customer Success Account Manager to support a fast-growing U.S. software company in the PropTech and real estate finance industry. In this role, you'll be the primary contact for our customer base, helping shape the foundation of the company’s customer success strategy.

This is a great opportunity for professionals with a background in multifamily property management who are looking to transition into SaaS and customer success—bringing their industry knowledge into a more strategic, tech-focused environment.

Key Responsibilities

• Build and manage customer onboarding processes and documentation
• Support the design and implementation of the budget lifecycle management framework
• Shadow internal leaders to learn customer workflows and document best practices
• Create training materials tailored to property, regional, and asset managers
• Lead quarterly business reviews (QBRs) and identify upsell opportunities
• Track and report on KPIs such as churn, engagement, and time-to-value
• Collaborate with marketing on customer engagement content and events
• Provide day-to-day support to ensure customer satisfaction during budget cycles

Requirements

• 3–5+ years of experience in multifamily property management, preferably as a regional or operations manager
• Experience with SaaS platforms or property management tools (e.g., Yardi, Entrata, RealPage)
• Knowledge of budgeting and financial planning in the real estate sector
• Previous experience in customer-facing or consultative roles
• Excellent communication in English and Spanish (written and verbal)
• Proficiency with documentation, project management, and productivity tools
• Adaptability and initiative to work in a fast-paced startup environment

Preferred Skills

• Familiarity with customer success metrics and frameworks
• Experience developing educational or training content
• Comfort working with KPIs and data analysis
• Understanding of value-based selling or strategic account management

What We Offer

• 100% remote work (must be based in Mexico)
• Competitive base salary
• Full legal benefits from day one
• Food Vouchers Card
• Paid training and onboarding
• Career path toward customer success, SaaS operations, or consulting

Schedule:

• Monday - Friday