Enterprise Customer Success Manager

MassMutual Ventures; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Parkade is seeking an enterprise B2B SaaS Customer Success leader to own post-sales lifecycle for large property management accounts. You will drive adoption, retention, and revenue growth across multifamily and commercial portfolios, partnering with VPs and regional managers as a trusted advisor on parking revenue and utilization.

You will synthesize client feedback and usage data to propose product improvements while leading quarterly business reviews and ROI-driven success plans.

Qualifications

• 5+ years in enterprise B2B SaaS customer success with $500K+ ARR ownership.
• Experience in property management or PropTech with multifamily/commercial operations.
• Proven net revenue retention above 110% through expansion and renewals.
• Executive relationships with Directors and VP-level stakeholders.
• Implementation and onboarding for multi-site software deployments.

Responsibilities

• Drive account growth and revenue expansion within existing portfolio.
• Own retention and customer delight; monitor health signals and address churn risk.
• Develop quarterly business reviews and success plans showing ROI.
• Be the voice of the customer to inform product with enterprise feedback.

Skills

Enterprise SaaS CS

PropTech experience

NRR >110%

Executive relationships

Implementation & onboarding

Tools

SQL

Retool

Airtable

Job description

About Parkade

Parkade is a B2B2C SaaS platform that modernizes private parking for apartments, mixed-use, and offices. We help buildings move away from the headaches of stickers, hang tags, and spreadsheets to a fully automated, self-serve app for parking management, enforcement, and customer service.

We have carved out a highly differentiated position in a massive PropTech market, our customers love us, and we closed a successful Series A funding round. Parkade is officially in hypergrowth.

We're a lean, high-impact team where your work is visible, your ideas matter, and there's real room to shape how things get done.

The Role

Reporting to the VP of Operations, you'll own full post-sales lifecycle for enterprise property management accounts representing, including multifamily communities with 200+ units and commercial office portfolios. You'll help drive adoption of Parkade's digital parking platform across residents, property staff, and management. You will also partner with property management VPs and regional managers as a trusted advisor on parking revenue management, growth opportunities, utilization, enforcement, and more.

Key Responsibilities

• Drive account growth and revenue expansion. Identify growth opportunities for sales team within existing accounts by facilitating Parkade to new properties in the portfolio.




• Own retention and customer delight. Monitor account health signals and proactively intervene to address churn risk or underutilization before renewals.




• Be a proactive relationship manager. You'll develop quarterly business reviews and success plans that demonstrate ROI through grounded metrics and best practices.




• Serve as the voice of the customer to drive product innovation. Synthesize operational data, parking utilization metrics, and enterprise client feedback to provide product opportunities for new features or improvements.

Some travel for client meetings, conferences, etc.

Required Skills

• 5+ years of enterprise B2B SaaS customer success management with portfolio ownership of $500K+ ARR




• Property management or PropTech industry experience with understanding of multifamily and commercial real estate operations




• Proven track record driving net revenue retention above 110% through expansion and renewal strategies




• Executive relationship management with enterprise Directors and VP-level stakeholders




• Implementation and onboarding program management for technical software deployments across multi-site portfolios

Preferred Skills

• Experience with parking operations, access control systems, or physical asset management platforms




• Working knowledge of SQL and experience with low-code platforms (Retool, Airtable, etc.) to build dashboards and operational tools without waiting on engineering




• Background in residential or commercial property management operations (HOA, multifamily, office)




• Familiarity with mobile app adoption strategies and resident engagement programs