VP of Customer Success

Piñata Rent; New York (NY); Remote; USD 180,000 - 240,000; Full time

Job summary

Piñata Rent is hiring a VP of Customer Success to own the direct PMC book after the sale: onboarding, health, retention and expansion. You’ll lead a small, hands-on team and ensure every resident is enrolled and every account is billed accurately, while driving revenue growth through renewals and upsells.

The role centers on fast onboarding, data-driven account management, and close alignment with product, finance and compliance to scale our proptech platform.

Qualifications

• 8+ years in customer success or account management in a B2B SaaS environment.
• 3+ years leading CS teams.
• Experience selling to property management companies or serving PMCs.
• Track record of owning net revenue retention and closing expansion deals.

Responsibilities

• Own onboarding and implementation from closed-won to live across PMS platforms.
• Verify PMCs with required business documentation before going live.
• Build and maintain an account health scorecard covering enrollment, activation, billing and renewal risk.
• Own gross revenue retention and drive expansion via upsells and new properties.
• Lead and coach a small CS team; coordinate with finance, product, data and compliance.

Skills

CS leadership

SaaS

B2B

Proptech

Financial services

Tools

HubSpot

Job description

VP of Customer Success

Piñata makes rent rewarding. We turn the biggest bill renters pay into rewards, credit building and financial services. Property management companies use Piñata to give residents rent credit reporting, rewards, renters insurance programs, ID theft protection and resident benefits, all of which help them lease faster, keep residents longer and earn new ancillary revenue. Piñata is embedded in 4 of the 6 largest property management software platforms and works with hundreds of property management companies directly.

About Piñata

Piñata makes rent rewarding. We turn the biggest bill renters pay into rewards, credit building and financial services. Property management companies use Piñata to give residents rent credit reporting, rewards, renters insurance programs, ID theft protection and resident benefits, all of which help them lease faster, keep residents longer and earn new ancillary revenue. Piñata is embedded in 4 of the 6 largest property management software platforms and works with hundreds of property management companies directly.

The role

We're hiring a VP of Customer Success to own our direct property management company (PMC) business after the sale: onboarding, account health, retention and expansion. You'll personally own a book of business, a named set of PMC accounts you carry a retention and expansion number on, while leading a small, hands-on team that covers the rest of our hundreds of PMCs, from single-portfolio operators to large multifamily owners.

This is a customer and revenue role, not an integration role. Our partnerships team handles software platform integrations. Your job is to get PMCs live quickly and correctly, make sure every resident who should be enrolled is enrolled, keep each account healthy and accurately billed, and grow the book through upsells and new properties.

What you'll do

Onboarding and implementation

• Own the path from closed-won to live: order form handoff, PMS setup (Yardi, AppFolio, Entrata, Buildium and others), rent roll intake, resident enrollment and billing setup with finance.
• Make sure every new PMC is fully verified before it goes live. That means collecting business documentation and the data credit bureaus require, and completing every credentialing step on time.
• Shorten time-to-live and time-to-first-report, and document the playbook so it runs without you.

Account health and retention

• Build and run an account health scorecard covering resident enrollment and activation, units live versus units billed, payment status, product usage, support volume and renewal risk.
• Own gross revenue retention. Spot at-risk accounts early, run save plays, and handle ownership changes, portfolio sales and churn cleanly.
• Keep the book accurate: what's live, what's billed and what's reported to the bureaus should always match. Partner with finance on invoicing, autopay, collections and revenue reviews.
• Be the senior escalation point for PMC executives, including resident issues, insurance program questions and compliance requests.

Expansion

• Own net revenue retention: new properties and units from existing customers, plus upsells into premium rewards, renters insurance, ID theft protection and resident benefits packages.
• Run expansion pipeline in HubSpot and forecast it monthly alongside new-logo sales.
• Turn healthy accounts into references, case studies and referrals.

Team and operations

• Own your own book of business end to end: onboarding, renewals and upsells. You're measured on its revenue retention and expansion, alongside the team's.
• Lead and coach a small team of CSMs, several of whom also carry expansion targets.
• Build the systems that let a small team cover hundreds of accounts well: HubSpot hygiene, health alerts, renewal and QBR cadences, and automation and AI tools wherever they save time.
• Bring the PMC voice to product, engineering, data and compliance, with clear, prioritized feedback.
• Stay current on the rules that shape our customers' programs, including state rent reporting laws such as California's AB 2747 and FCRA requirements for credit data.

What success looks like

• First 90 days: You know the health, billing status and expansion potential of every account. A health scorecard is live and the onboarding playbook is written down.
• First 6 months: Onboarding time is down, churn is predictable and shrinking, and expansion pipeline is forecast with confidence.
• First 12 months: Your own book and the team's both grow net of churn, with systems that scale without adding headcount at the same rate.

About you

• 8+ years in customer success or account management, including 3+ years leading CS teams, at a B2B SaaS, proptech or fintech company.
• Experience selling to or serving property management companies. You know rent rolls, PMS platforms, resident benefits packages and how PMC decision-makers think.
• A track record of owning net revenue retention and closing expansion deals, not only managing relationships.
• Has carried a renewal or expansion quota on your own book of business while managing a team.
• An operator who cares about data. You're comfortable in HubSpot and spreadsheets, and you notice when billing, enrollment and reporting don't line up.
• A player-coach who is energized by early-stage work: hands-on with accounts, comfortable building process from scratch, direct and calm with demanding customers.
• Bonus: experience with rent credit reporting, renters insurance or master policy programs, FCRA compliance, or resident benefits.

Details

• Location: Tri-state area preferred, remote (US) considered. Some travel to customers and industry events.