Director of Customer Success, Remote Growth & Retention

ApartmentIQ; Alabama; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote-first across the U.S.

Competitive compensation

Paid time off

Health insurance

Disability & Life insurance

401k program

Offsite team events

Job summary

ApartmentIQ is seeking a Director of Customer Success to lead retention, adoption, and renewal across our customer base, coaching a team of CSMs and driving proactive renewal health. You’ll partner with Sales to surface growth and be the voice of the customer with Product, Support, and leadership.

You’ll forecast, build a scalable playbook, and shape the CS organization while collaborating cross-functionally to ensure seamless onboarding and ongoing customer value.

Qualifications

• 10+ years in Customer Success, account management, or a related client-facing role in B2B SaaS.
• 5+ years leading CS teams, including hiring, coaching, and performance management.
• Proven track record owning retention and renewal targets for a book of business.
• Experience building relationships with VP- and C-suite-level stakeholders across complex, multi-stakeholder accounts.
• Multifamily, PropTech, or real estate experience preferred.
• Experience with data platforms or multi-product SaaS environments.
• Has built operating rhythms (forecasting, health scoring, risk reviews) and uses data to make decisions.
• Experience with Salesforce; Gainsight or Gong is a plus.
• A coach who raises the bar with warmth: sets clear expectations, gives direct feedback, and builds a team people want to be on.
• Comfortable building structure where it doesn't exist yet, and willing to get into the operational details.
• A collaborative partner to Sales, Product, Support, Implementation, and others.

Responsibilities

• Lead, coach, and develop a team of CSMs across SMB, Mid-Market, and Enterprise through regular 1:1s, call shadowing, and account reviews.
• Hire and onboard great CSMs, and build bench strength for the team's next stage of growth.
• Use the CS Career Framework to set clear expectations, run growth conversations, and give every CSM a visible path to the next level.
• Set and support coverage standards across the book: engagement cadence, executive contacts, and success plans.
• Set the standard for relationship-building, judgment, and customer instincts across the team.

Skills

Customer Success

CS team leadership

Retention & renewals

Executive relationships

PropTech/Real estate

Data platforms / multi-product SaaS

Operational rhythms

Salesforce / CS tools

Coaching

Cross-functional collaboration

Building scalable structure

Education

Bachelor's degree or higher

Tools

Salesforce

Gainsight

Gong

Job description

ApartmentIQ is seeking a Director of Customer Success to lead retention, adoption, and renewal across our customer base, coaching a team of CSMs and driving proactive renewal health. You’ll partner with Sales to surface growth and be the voice of the customer with Product, Support, and leadership.

You’ll forecast, build a scalable playbook, and shape the CS organization while collaborating cross-functionally to ensure seamless onboarding and ongoing customer value.