Customer Success Manager

ParkingPass.com is a leader in residential and public parking management, seeking a highly motivated Customer Success Manager to join their team. The CSM will manage a portfolio of accounts, ensuring customer adoption and satisfaction while driving renewals and expansions.

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