Customer Success Lead – Multifamily ISP (Remote)

Internet Subway; Richmond, Northern (VA, KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote work environment

Unlimited PTO

Competitive salary

Comprehensive health, dental, and view

Job summary

Internet Subway is seeking a Customer Success Manager to own ongoing relationships with multifamily property partners, guiding them from kickoff through long-term support. This role prioritizes strong communication, organization, and proactive collaboration to ensure partners are confident in our service.

The position supports hybrid/remote work with a preference for Richmond or Tidewater area in Virginia. As a CSM, you will coordinate cross-functional teams, monitor account health, and drive

Qualifications

• Excellent communication and relationship-building skills.
• Highly organized with strong follow-through.
• Ability to manage multiple accounts and priorities simultaneously.
• Experience in a fast-paced, service-oriented environment.

Responsibilities

• Serve as the primary point of contact for assigned properties, building strong relationships with property managers, regional leaders, and ownership stakeholders.
• Lead project kickoff calls and onboarding, aligning timelines and coordinating cross-functional teams.
• Maintain proactive communication through regular check-ins, updates, and follow-ups.
• Partner with internal teams (PM, Support, Sales, Accounting, Operations) to ensure smooth service delivery and issue resolution.
• Monitor account health, engagement, and support trends to identify risks and opportunities.
• Gather customer feedback and communicate insights internally to improve processes and service.
• Maintain accurate documentation in CRM systems and ensure customer information is current.
• Advocate for property partners and champion their needs across departments.

Skills

Strong communication

Relationship-building

Organizational skills

Multitasking

Public speaking

Cross-functional collaboration

CRM proficiency

Industry experience (multifamily/ISP)

Tools

CRM systems

Project tracking tools

Job description

Internet Subway is seeking a Customer Success Manager to own ongoing relationships with multifamily property partners, guiding them from kickoff through long-term support. This role prioritizes strong communication, organization, and proactive collaboration to ensure partners are confident in our service.

The position supports hybrid/remote work with a preference for Richmond or Tidewater area in Virginia. As a CSM, you will coordinate cross-functional teams, monitor account health, and drive