Customer Success Manager

ParkingPass.com is a leader in residential and public parking management, working with various parking operators across the US and Canada. They are seeking a Customer Success Manager to manage customer accounts, ensure successful adoption of their services, and drive renewals and expansions. The role involves building relationships, monitoring account health, and advocating for customer needs internally.

Responsibilities:

• Own a portfolio of customer accounts from kickoff through renewal — and beyond
• Lead Quarterly and Executive Business Reviews — bring the data, tell the ROI story, align on what's next
• Monitor account health proactively. Spot risk early, design the save, and execute it
• Manage the full renewal cycle: build the case, negotiate the terms, close the deal
• Identify expansion opportunities — new properties, new modules, new use cases — and partner with Sales to land them
• Be the voice of the customer internally. Channel feedback to Product, escalate edge cases to Support and Engineering, and advocate for the changes that matter
• Partner with Accounting on invoicing or payment issues that need a relationship-first touch
• Build deep product expertise — permits, applications, residents, violations, payout mapping, revenue share — and stay current as we ship

Requirements:

• 3+ years in a customer-facing role at a B2B SaaS company — CSM, Account Manager, or similar with real renewal/expansion responsibility
• A track record of measurable retention or expansion outcomes (and you can talk about the numbers)
• Strong written and verbal communication — comfortable presenting to non-technical decision-makers on video
• Comfort with CRM and support tooling (HubSpot, Salesforce, Zendesk, Intercom, or equivalents)
• U.S.-based and comfortable working fully remote
• You build the kind of relationships where customers email you first — not support, not their account exec, you
• You can take a frustrated customer and turn them into a reference. You've done it. More than once
• You're comfortable talking about money. Renewal negotiations, pricing pushback, revenue-share math — none of it makes you flinch
• You see expansion opportunities other people miss because you're actually listening on calls instead of running through a script
• You quantify value in the customer's language. 'We saved you 12 hours a week' and 'We collected $48K in unpaid violations last quarter' beat 'We provided value' every time
• You hate churn personally and treat every at-risk account like a problem to solve, not a number to report
• You own outcomes. When something breaks in the customer experience, you don't wait for someone to tell you to fix it
• Experience with property management, multifamily, HOAs, or municipal customers
• Background in proptech, parking, or any SaaS with a payments / revenue-share component
• You've owned QBRs/EBRs as the primary presenter
• Conversational Spanish or better
• You understand enough about APIs and integrations to scope what's possible without always pulling in engineering