Senior Enterprise Customer Success Manager

ApartmentIQ is a profitable, growth-stage company building industry-leading martech and data products for the PropTech space. As the Senior Enterprise Customer Success Manager, you will manage strategic customer relationships, drive product adoption, and collaborate with stakeholders to ensure client success.

Responsibilities:

• Proactively manage a portfolio of Enterprise key accounts, deeply understanding their business and goals
• Develop and build strong multi-threaded relationships with key customer decision-makers and stakeholders across unique, complex accounts, and with various departments within these organizations
• Act as the quarterback of the enterprise relationship — externally with key stakeholders across the account, and internally across CS, Sales, Support, and Product, to ensure every account is served with a holistic, coordinated approach
• Stay personally hands-on with the operational side of your accounts — contract logistics, property/unit updates, and day-to-day troubleshooting
• Create and document tailored client success plans for each assigned account
• Conduct regular business reviews (check-ins, QBRs, executive BRs) to measure progress and ensure clients are achieving their desired outcomes
• Own the renewal and work cross-functionally to minimize churn
• Partner with customers on business goals, strategy, upcoming product releases, and identify account growth opportunities
• Provide a high level of actionable insight and data analysis to your customers
• Surface expansion opportunities across your book and route them to the right Sales partner to execute
• Own retention targets within your assigned client base
• Maintain deep fluency across ApartmentIQ's full product suite (Market Survey, Explore, Daylight, Fees, and future products)
• Serve as the CS expert on how our underlying data is sourced, validated, and functions — able to explain nuance directly to sophisticated, technical buyers
• Tailor conversations across multiple buyer personas within a single account (marketing, operations, revenue management, asset management, legal/compliance where relevant)
• Speak credibly to ApartmentIQ's data scale and coverage, and defend explainable-AI pricing rationale where applicable, to sophisticated, methodology-focused buyers
• Act as a resource for CSM team on complex product or data questions
• Partner with cross-functional stakeholders to translate business needs and product requirements into new solutions for customers
• Accurately document and update client records, notes, and interactions in the CRM
• Consistently meet or exceed OKRs and KPIs as communicated by your manager
• Serve as a trusted advisor to VP- and C-suite-level stakeholders, representing AIQ credibly in executive business reviews and, where relevant, board-level reporting conversations
• Act as a go-to resource for escalations across the broader CSM team — lending expertise to help navigate high-stakes conversations, not just advising from the sidelines
• Participate in CSM hiring and onboarding as a technical/product panelist when needed
• Provide process enhancement feedback while championing a culture of teamwork

Requirements:

• 8+ years in a client-facing or account management role, including experience managing relationships with VP- and C-suite-level stakeholders across complex, multi-threaded, multi-stakeholder accounts
• Strong judgment and consultative problem-solving in high-ambiguity situations — comfortable operating without a playbook
• Willingness to work in the operational weeds — contracting, troubleshooting, property-level updates — with the same energy you bring to executive-level strategy
• Ability to handle multiple, critical, high-priority issues with high urgency
• Detail-oriented, dependable, proactive, and collaborative — someone who contributes to the broader CS org, not just their own book
• Bachelor's degree or higher
• Experience in data platforms or complex, multi-product SaaS environments; Multi-Family, PropTech, or Real Estate experience a bonus
• Experience with Salesforce (and Gainsight or a similar platform)