Customer Success Manager

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

About Us

Internet Subway is a modern Internet Service Provider (ISP) laser-focused on delivering frictionless internet experiences to apartment communities. With a 100% fiber-optic network, a seamless onboarding and management platform, and direct property connectivity, we provide a journey to the internet unlike any other.

The Role: Customer Success Manager

As a Customer Success Manager at Internet Subway, you will own the ongoing relationship with assigned multifamily property partners and deliver an exceptional experience throughout the lifecycle of their service from project kickoff through long-term support and optimization.

Are you passionate about building strong relationships, solving problems, and helping customers succeed? Do you thrive in fast-paced environments where communication, organization, and follow-through make the difference? If so, we want you on our team!

As a Customer Success Manager, you will play a critical role in ensuring our property partners are not just satisfied, but confident in their decision to work with Internet Subway.

Location: Hybrid / Remote (Richmond or Tidewater area preferred)

This role is primarily remote; however, candidates located in or near the Richmond or Tidewater, VA region are strongly preferred to support occasional in-person collaboration and regional needs when necessary.

Key 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 (Project Management, 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

Success in This Role Looks Like

• Smooth project kickoffs and implementations
• High customer satisfaction, retention, and long-term partnership growth
• Proactive communication that prevents escalations
• Strong internal coordination that keeps projects and service on track
• Properties that feel supported, informed, and confident in our partnership

What We're Looking For

• Strong communication and relationship-building skills
• Highly organized with strong follow-through
• Ability to manage multiple accounts and priorities simultaneously
• Experience working in a fast-paced, service-oriented environment
• Comfortable leading meetings and presenting to customer stakeholders
• Ability to collaborate cross-functionally
• Proficient with CRM systems and project tracking tools
• Experience in multifamily, property management, telecom, or ISP industry is a plus

Why Join Us

• Competitive salary.
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Opportunities for professional development and career advancement
• Remote work environment
• Unlimited PTO