Remote Property Customer Success Lead

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

Benefits offered by this job

Health insurance

401(k) plan with employer match

Flexible work environment

Flexible paid time off

Wellness days

Paid holidays

Job summary

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, seeks a Manager of Customer Success - Property to coach a team of Customer Success Managers serving multifamily properties. You will drive health, adoption, and retention while guiding CSMs through complex property-related dynamics.

Role is 100% remote in the United States, with base salary between $100,000 and $130,000 plus bonuses/commission.

Qualifications

• 1–2 years of people management or team lead experience, with 5+ years of Customer Success experience.
• Experience working with the multifamily property industry and its dynamics.
• Strong analytical, organizational, and problem-solving skills.
• Ability to work cross-functionally and collaborate to resolve issues and improve customer experience.
• Strong interpersonal and consultative communication skills.
• Motivated coach with a track record of developing team performance.

Responsibilities

• Manage, coach, and develop a team of Customer Success Managers (CSMs), providing clear expectations, feedback, and operational guidance.
• Monitor team performance across KPIs tied to retention, adoption, engagement, and customer satisfaction.
• Support CSMs in building and executing Success Plans that help customers achieve meaningful outcomes and mitigate risk.
• Ensure CSMs maintain multi-threaded relationships within accounts and act as trusted advisors, including navigating M&A and industry regulations.
• 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 alignment on initiatives and smooth customer experience.
• Assist in managing customer escalations by coordinating with internal teams for timely communication and resolution.

Skills

People management

Customer Success

Analytical thinking

Cross-functional collaboration

Coaching

Job description

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, seeks a Manager of Customer Success - Property to coach a team of Customer Success Managers serving multifamily properties. You will drive health, adoption, and retention while guiding CSMs through complex property-related dynamics.

Role is 100% remote in the United States, with base salary between $100,000 and $130,000 plus bonuses/commission.