Customer Success Manager, Commercial Residential

Infinityy; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

Infinityy is seeking a Customer Success Manager for Commercial Residential in the United States. You will manage relationships from contract signing through onboarding and retention, driving adoption, renewals, expansions, and upgrades while serving as the client’s day-to-day partner.

You will coordinate kickoff, train leasing and sales staff, and lead regular reviews to demonstrate value. You’ll collaborate with internal teams to optimize the platform and help clients achieve measurable results.

Qualifications

• 2–5 years in customer success or inside sales at a B2B SaaS company.
• Experience with multifamily, senior living, or student housing operators, or other multi-site customers.
• Strong project management and ability to train and present to diverse audiences.
• Fluency with a CRM and quick to learn new software.

Responsibilities

• Run a structured kickoff with each new client covering goals, metrics, stakeholders, timeline, and property rollout order.
• Coordinate tour content capture, integrations, and account configuration with internal teams and vendors.
• Train leasing and sales staff so communities use the platform confidently from day one.
• Hit a target time-to-launch for every new property.
• Monitor usage and outcomes by property and address adoption gaps promptly.
• Conduct regular check-ins and QBRs showing results against client goals.
• Collect wins and quotes for case studies in Marketing.
• Manage renewals with the Director of Sales and find expansions with the Sales team.

Skills

Customer success

Account management

Inside sales

CRM proficiency

Project management

Tools

Salesforce

MS Office

Job description

Customer Success Manager, Commercial Residential

You'll manage relationships with commercial residential customers from the moment the contract is signed and own the relationship through onboarding and retention. This is a commercially minded, inside-sales style role: you'll get clients live fast, make sure their teams understand and actually use Infinityy, prove the results, and grow each account through renewals, added properties, and upgrades. You'll be the client's day-to-day partner and the person they call first.

What you'll do

• Run a structured kickoff with each new client: goals, success metrics, stakeholders, timeline, and property rollout order.
• Coordinate tour content capture and setup, integrations, and account configuration with internal teams and vendors.
• Train leasing and sales staff (live and recorded) so communities are using the platform confidently from day one.
• Hit a target time-to-launch for every new property.
• Monitor usage and outcomes by property; step in quickly where adoption lags.
• Run regular check-ins and quarterly business reviews showing results against the client's goals.
• Collect wins, data, and quotes that Marketing can turn into case studies.
• Manage renewals in conjunction with Director of Sales.
• Find and close expansion in conjunction with Sales team: more properties in the portfolio, upgrades and new features launches, etc.
• Convert pilots into portfolio-wide agreements, working with the sales rep who sold the deal.
• Triage support issues, elevate bugs with engineering, and close the loop with clients.
• Share structured feedback with Product and the CTO on feature requests and friction points.
• Build the customer success playbooks, onboarding checklists, and health scoring the team will scale on.

What you'll bring

• 2–5 years in customer success, account management, or inside sales at a B2B SaaS company, with ownership of renewals or expansion revenue.
• Experience working with multifamily, senior living, and/or student housing operators, or other multi-site customers.
• Strong project management: you can run several onboardings at once without anything slipping.
• Clear, confident trainer and presenter, comfortable with community staff and corporate executives alike.
• Fluency with a CRM and comfort learning new software quickly.

Nice to have

• Hands-on experience in leasing or senior living sales.
• Experience setting up a customer success function at an early-stage company.

First 90 days

• 30: Learn the Infinityy platform, pricing tiers, and current client base, reviewing each account's goals, terms, and key stakeholders
• 60: Align with the Director of Sales on the handoff process from signed contract to onboarding, building the onboarding playbook for each new customer.
• Run tailored demos and build a pipeline of qualified multifamily opportunities in the CRM.
• 90: Run initial QBRs with customers and deliver the first structured round of client feedback to Infinityy team, surface client wins for case study use.

About Infinityy

Infinityy is the decision-making layer for places and spaces, helping people move from initial interest to a confident decision with the information, context and human connection they need, when they need it. Its AI-powered platform brings collaborative property experiences, real-time answers, neighborhood intelligence and direct access to real estate professionals into one connected experience. The platform translates into 12 languages, while its AI assistant answers questions in more than 70.

An early-stage startup, Infinityy is backed by Second Century Ventures, the strategic investment arm of the National Association of REALTORS®, and was selected for its 2024 REACH Commercial and 2025 REACH Residential programs.

Equal Opportunity Employer

Infinityy is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.

Infinityy offers a variety of benefits to its employees, with details shared during the interview process.