Customer Success Manager

HqO, Inc; Boston (MA); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Fully paid parental leave

Pre-tax commuter benefits

Professional development tools

In-Office First Culture

Unlimited time off

Job summary

A fast-growing technology company in Boston is seeking a Customer Success Manager to own the full customer lifecycle for major commercial real estate portfolios. The role involves strategic account ownership and hands-on execution, working closely with Sales, Marketing, and Product teams. Key qualifications include 4+ years of experience in Customer Success and strong communication skills. The compensation range is $100,000 - $130,000 annually, and employees enjoy comprehensive benefits including unlimited time off and fully paid parental leave.

Qualifications

• 4+ years of experience in Customer Success or a customer-facing role in SaaS.
• Experience managing customer relationships, including renewals and expansion.
• Proficiency in presenting insights and strategies.

Responsibilities

• Own the full customer lifecycle from launch to renewal.
• Build and execute account plans aligned with customer objectives.
• Collaborate with Sales, Marketing, and Product teams.

Skills

Customer Success

Account Management

Data-driven decision making

Communication skills

Problem-solving

Tools

HubSpot

Job description

HqO is connecting real estate to the people with an asset agnostic, cross-property suite of powerful applications and services that foster best-in-class, dynamic end-user experiences. HqO’s REX (Real Estate Experience) Platform assesses the health and performance of a person’s experience within a physical space while providing the necessary tools for operators to manage and optimize it, all from one central location.

HqO has been trusted to power 400 million+ square feet across 700+ properties in 32 countries, and we’re backed by some of the world’s most prominent VC and real estate companies as we continue to grow rapidly across the world.

We’re driven by our core values of LET’S GO (Learning, Excellence, Truth, Service, Goodness, Ownership) which define our culture and push us to do our best work every day. If you want to join a fast-growing, highly collaborative, and supportive team that is at the forefront of real estate transformation, we’re the company for you.

Deliver a world-class customer experience by focusing on customer business outcomes, resulting in upsell & renewal opportunities

About the role

We’re hiring a Customer Success Manager (REX Consultant) to own a book of business comprising some of the world’s largest commercial real estate portfolios. This role is responsible for the full customer lifecycle—from launch and adoption through renewal and growth. It combines strategic account ownership with hands‑on execution, partnering with portfolio stakeholders and on‑site teams to drive measurable customer outcomes. Internally, you will collaborate closely with Sales, Marketing, and Product to ensure the HqO vision is consistently delivered across the platform.

Own the Full Customer Lifecycle

• Partner with Sales to own the end‑to‑end customer lifecycle, including onboarding, adoption, renewal, and expansion
• Build and execute 12‑month account plans aligned to customer business objectives
• Lead renewal conversations, proactively managing churn risk and securing on‑time renewals

Drive Portfolio‑Level Success & Growth

• Serve as the primary relationship owner for portfolio stakeholders and decision‑makers
• Identify, qualify, and advance expansion opportunities in partnership with Sales
• Maintain accurate account health, contract details, and risk indicators to inform strategy and forecasting

Execute the REX Methodology at the Building Level

• Operationalize the REX Methodology (Activate, Engage, Orchestrate, Understand, Monetize) across assigned buildings
• Translate strategy into repeatable, day‑to‑day execution with on‑site teams
• Ensure consistent delivery of tenant experience programming and engagement initiatives
• Obsessively monitor product usage and engagement to drive meaningful feature adoption
• Analyze tenant health signals (usage, engagement, sentiment) to identify risks and opportunities
• Develop and implement strategies that improve tenant satisfaction, retention, and lifetime value

Advise & Enable Customer Teams

• Act as a trusted advisor to both on‑site operators and portfolio stakeholders
• Coach customers on best practices for tenant experience, engagement strategy, and lifecycle management
• Present data‑driven insights and recommendations that tie platform usage to business outcomes

Cross‑Functional Collaboration

• Partner with Product, Marketing, and Sales to deliver cohesive customer solutions
• Collaborate with internal stakeholders to align on account strategy, priorities, and growth opportunities
• Liaise with third‑party vendors during onboarding and adoption phases

Qualifications

• 4+ years of experience in Customer Success, Account Management, or a customer‑facing role in a SaaS or commercial real estate environment
• Proven experience owning customer relationships, including renewals and expansion
• Strong ability to manage both strategic portfolio conversations and operational execution
• Comfortable presenting account plans, performance insights, and renewal strategies to stakeholders
• Highly data‑driven, with the ability to translate insights into actionable strategies
• Excellent communication skills across multiple stakeholder levels, from on‑site teams to executives
• Strong problem‑solving skills with the ability to operate in ambiguity and drive outcomes
• Experience driving product adoption and influencing customer behavior
• Highly organized and detail‑oriented, with strong prioritization skills
• Proficiency with HubSpot (or similar CRM tools)
• CRE experience preferred

What Success Looks Like

• High Gross Revenue Retention (GRR) and on‑time renewals
• Growth in workflow and feature adoption across the portfolio
• Improved tenant health scores and engagement metrics
• Strong customer relationships with low escalation rates
• Clear pipeline of expansion opportunities

The compensation range below includes base salary and bonus or on‑target incentive compensation, if applicable. The range reflects HqO’s reasonable, good‑faith estimate of what the company expects to pay for this role at the time of posting.

Range: $100,000 - $130,000

Actual compensation will vary based on factors such as skills, experience, and qualifications. In addition to cash compensation, HqO employees are eligible for equity and comprehensive benefits.

Perks & Benefits at HqO

At HqO, we believe great work starts with great people, and supporting them inside and outside the office. Our benefits are designed to help you stay healthy, grow your career, and enjoy life along the way. We offer:

• Fully paid parental leave (12 weeks), in addition to state and federal leave standards
• Pre‑tax commuter benefits for qualified travel expenses
• Access to professional development tools, like free membership to LinkedIn Learning (thousands of expert‑led courses)
• In‑Office First Culture: Employees are in‑office Tuesday, Wednesday, and Thursday
• Unlimited time off to recharge

How To Apply

For consideration, please submit your resume. We appreciate your interest in HqO and will be back in touch if it seems like your background and experience is a good fit!