Senior Enterprise Customer Success Manager

About this role

We’re Changing the PropTech Industry

We’re a profitable, growth-stage company building industry-leading martech and data products for the PropTech space. Our focus is on our category-leading AI and data SaaS products with triple-digit growth rates.

We’re a fully remote team of 100+ spread across the U.S. from coast to coast. We operate on a strict no a**holes policy and are proud to have built a community of highly performant people that take our work seriously, but not ourselves. And, we're looking for exceptional people to help further accelerate our growth.

While we’ve raised $30MM+ to date from some of the world’s best investors, we’re profitable with a strong balance sheet and an indefinite runway. We pride ourselves on achieving rapid growth without having to incinerate capital.

About Our Products

ApartmentIQ is the all-in-one data platform powering smarter decisions across multifamily—covering 40M units with daily property and market intelligence used for surveys, research, and revenue management. We're trusted by 65% of the NMHC Top 50. Our sister company, MavenAI , delivers AI-powered marketing automation built by industry experts and integrated directly with property management systems, serving over 2M units.

The Role

As the Senior Enterprise Customer Success Manager for the ApartmentIQ product, you'll own our most strategic, highest-stakes, multi-threaded customer relationships — accounts where the complexity, visibility, and revenue at risk demand a Senior-level CSM who can operate as a partner to VP- and C-suite-level stakeholders. You'll drive adoption, own the renewal, and work to get ahead of churn before it starts — surfacing expansion opportunities along the way for the right Sales partner to take across the finish line, growing the account's value over time, not just protecting it.

This is a seat that spans altitude — you'll be as comfortable running point on a contract detail or troubleshooting a property-level data question as you are advising a VP on strategy. This is also a critical, highly visible seat within the CS org: you'll be a person other CSMs turn to when an account gets complicated, and one of the people leadership turns to when they need an unvarnished read on how our biggest customers are really doing.

What You'll Do:

• Relationship Management & Strategy

• 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

• Retention & Growth Awareness

• 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

• Product & Technical Fluency

• 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

• Cross-Functional Collaboration

• 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

• Subject Matter Expertise & Influence

• 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

What We’re Looking For:

• 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

• Experience in data platforms or complex, multi-product SaaS environments; Multi-Family, PropTech, or Real Estate experience a bonus

• Experie

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