About the Role

Our Client is seeking a motivated and dedicated Director of Customer Success who is passionate about making a meaningful impact by prioritizing client needs and delivering outstanding service and innovative solutions. In this role, you will be responsible for cultivating and maintaining strong relationships with enterprise-level clients, serving as the primary point of contact for accounts that include large-scale property portfolios. Key responsibilities include overseeing active listings, monitoring performance, preparing reports, and managing third-party integration partners.

Key Responsibilities

• Build and manage relationships with clients and partners regarding property portfolios supported through our proprietary SaaS platform.
• Provide high-touch, “white-glove” service, ensuring timely and efficient support within agreed service levels.
• Conduct platform demonstrations, lead client onboarding, and collaborate cross-functionally to deliver seamless client experiences.
• Oversee and manage property listing contracts, ensuring compliance with notice requirements.
• Negotiate contract terms on behalf of clients to maximize value.
• Monitor online listings for accuracy and brand consistency; recommend enhancements to improve digital visibility and appeal.
• Optimize listing services to ensure clients receive the full benefits of available offerings.
• Prepare and deliver monthly and quarterly performance reports, presenting key insights during client review meetings.
• Act as an internal subject matter expert and primary resource within the Client Success team.
• Lead departmental projects by defining scope, setting milestones, tracking progress, and ensuring deadlines are met.
• Proactively identify and address operational challenges to improve efficiency and scalability.
• Recognize opportunities for platform enhancements and new service offerings to better meet client needs.

Requirements

• 5+ years in the multifamily housing industry.
• 5+ years in client-facing service roles.
• 1–2+ years in property management (preferred).
• Comfortable working independently in a fast-paced, startup-style environment.
• Excellent communication skills, fast learner, growth mindset, and values-driven.
• Familiarity with CRM and project management tools (e.g., Salesforce, Asana), EOS methodologies, and Google Workspace (preferred).
• Experience tracking client retention and satisfaction KPIs (a plus).