Director of Customer Success & Retention

ApartmentIQ; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

ApartmentIQ is seeking a senior Customer Success Leader to guide a portfolio of CSMs across SMB, Mid-Market, and Enterprise segments. You will own retention, renewal readiness, and adoption metrics while driving scalable renewal processes.

This role partners with Sales, Product, and Support to ensure the voice of the customer is represented at the executive level. The ideal candidate will coach through regular 1:1s and reviews, mitigate churn risks, and develop strategies to expand strategic

Responsibilities

• Lead and develop a team of CSMs across SMB, Mid-Market, and Enterprise; own retention, adoption, and renewal targets.
• Coach the team through 1:1s, call shadowing, and reviews; build proactive renewal processes and manage risk.
• Partner with Sales, Product, and Support; voice of the customer and build executive relationships with strategic accounts.

Job description

ApartmentIQ is seeking a senior Customer Success Leader to guide a portfolio of CSMs across SMB, Mid-Market, and Enterprise segments. You will own retention, renewal readiness, and adoption metrics while driving scalable renewal processes.

This role partners with Sales, Product, and Support to ensure the voice of the customer is represented at the executive level. The ideal candidate will coach through regular 1:1s and reviews, mitigate churn risks, and develop strategies to expand strategic