Enterprise Customer Success Manager, Prisma

Rollfi is a leading financial technology company on a mission to deliver personalized financial solutions. The Enterprise Customer Success Manager will be responsible for managing strategic customer relationships, driving customer adoption, and ensuring long-term success for Prisma's multifamily clients.

Responsibilities:

• Own a portfolio of Prisma's largest and most strategic multifamily customers, serving as the executive relationship owner throughout the customer lifecycle
• Build trusted relationships with executive sponsors, regional leadership, and operational stakeholders by understanding their business objectives and aligning Prisma solutions to long-term strategic goals
• Develop multi-year strategic account plans that increase customer adoption, improve business outcomes, protect recurring revenue, and identify expansion opportunities
• Quarterback complex customer initiatives by aligning Sales, Product, Engineering, Support, Finance, Operations, and Implementation teams to deliver a seamless customer experience and successful business outcomes
• Lead Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and executive planning sessions that reinforce ROI, communicate strategic value, and influence executive decision-making
• Develop and execute customer Success Plans that align executive priorities with measurable adoption, retention, and growth objectives
• Drive customer adoption by developing tailored engagement strategies that increase resident utilization, payment volume, and overall platform value
• Proactively identify, develop, and influence expansion opportunities by understanding customer priorities, recommending additional Prisma solutions, building executive business cases, and partnering with Sales to drive revenue growth
• Monitor customer health, proactively identify business risks, and develop executive-level mitigation strategies that improve retention, protect recurring revenue, and strengthen customer partnerships
• Serve as the voice of the customer by uncovering business requirements, translating customer feedback into actionable insights, and influencing Product roadmap discussions
• Develop and maintain executive relationships while serving as the primary strategic advisor responsible for customer retention, growth, and long-term business planning across assigned accounts
• Influence customer business strategy by leveraging industry trends, benchmarking, and consultative recommendations that improve operational performance and maximize return on investment
• Assist in configuration of the product against customer specifications
• Ability to provide revenue forecasting reports to sales and leadership management
• Lead complex customer escalations with urgency and ownership, coordinating internal stakeholders and maintaining executive-level communication throughout resolution
• Use customer data, industry trends, financial metrics, and business insights to guide strategic conversations, identify opportunities, forecast customer growth, and influence customer success strategies
• Continuously improve the Customer Success organization by identifying scalable process improvements, mentoring teammates, sharing best practices, and contributing to the evolution of strategic account management

Requirements:

• 7+ years of experience in Enterprise Customer Success, Strategic Account Management, Enterprise SaaS, Consulting, or a related customer-facing leadership role
• Demonstrated success managing complex enterprise customer relationships and influencing executive stakeholders
• Proven ability to drive customer adoption, protect recurring revenue, and influence measurable revenue growth within existing customer portfolios
• Experience developing executive business cases and partnering with Sales to expand strategic customer relationships
• Strong commercial acumen with the ability to identify customer business challenges and translate them into growth opportunities
• Exceptional executive communication, presentation, negotiation, and relationship-building skills
• Strong organizational, analytical, consultative, and project management abilities
• Demonstrated ability to independently lead complex customer initiatives involving multiple cross-functional stakeholders
• Proficiency with CRM platforms such as HubSpot or Salesforce
• Ability to travel up to 20%
• Experience in PropTech, FinTech, multifamily housing, digital payments, banking, or enterprise software
• Experience managing strategic customer portfolios representing significant recurring revenue
• Experience presenting to executive audiences including C-suite, Vice Presidents, and Regional Leadership
• Experience mentoring Customer Success professionals or leading cross-functional strategic initiatives