Remote Manager, Customer Success - Property & Multifamily

SOCi.ai; United States; Remote; USD 100,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with employer match

Flexible PTO

Job summary

SOCi seeks a Manager of Customer Success - Property to lead and coach a team of Customer Success Managers serving multifamily property accounts. This remote role focuses on driving adoption, retention, and value realization across the customer journey.

You will guide playbooks, manage escalations, and partner with sales, implementation, support, and product teams to ensure a seamless customer experience. Ideal candidates have 1–2 years of people leadership and 5+ years in Customer Success, with

Qualifications

• 1–2 years of people management or team lead experience.
• 5+ years of Customer Success experience.
• Experience working with or within the multifamily property industry.
• Strong analytical, organizational, and problem-solving skills.
• Ability to work cross-functionally and resolve issues to improve customer experience.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers (CSMs) with clear expectations and guidance.
• Monitor team performance against retention, adoption, engagement, and satisfaction KPIs.
• Support CSMs in building and executing Success Plans to achieve meaningful outcomes and mitigate risk.
• Maintain multi-threaded relationships within accounts and act as trusted advisor, including navigating M&A and regulatory changes.
• Guide the team in supporting high-volume, high-impact property accounts with repeatable playbooks and cross-functional alignment.
• Partner with sales, implementation, support, and product teams for cohesive customer experience.
• Assist in managing customer escalations with timely cross-team communication and resolution.

Skills

People management

Customer Success

Cross-functional collaboration

Analytical thinking

Communication

Job description

SOCi seeks a Manager of Customer Success - Property to lead and coach a team of Customer Success Managers serving multifamily property accounts. This remote role focuses on driving adoption, retention, and value realization across the customer journey.

You will guide playbooks, manage escalations, and partner with sales, implementation, support, and product teams to ensure a seamless customer experience. Ideal candidates have 1–2 years of people leadership and 5+ years in Customer Success, with