Client Success Manager

Job description

Monument is the operating system for self-storage companies — the platform operators run their entire business on. Payments, GAAP-compliant accounting, physical access control, customer operations, delinquency, inventory, REIT-level revenue management, and portfolio-wide oversight all run through one system. This is a rare opportunity to reinvent a $30 billion market from the ground up. **About the Role** As Monument’s Client Success Manager, you will own the end-to-end success of a portfolio of enterprise self-storage clients — from complex, multi-threaded onboarding through long-term value realization. At its core, this is a project management role. You’ll run multiple implementations at once with strict adherence to timelines and process, and with the attention to detail and organization enterprise clients expect. You’ll also operate as a consultant: configuring the platform yourself and advising clients on the workflows that move the metrics they care about most — above all, Net Operating Income (NOI). Your clients stay yours after go-live. You’ll deliver ROI-focused quarterly business reviews that drive product adoption, champion the voice of the customer inside Monument, and build with AI every day so more of your time goes to clients. Above all, you are client-focused and outcome-driven: success is measured by what your clients achieve. It’s a fast-paced role where you’ll wear many hats — subject matter expert, project manager, configuration specialist, trusted advisor — with one goal: maximizing each client’s ROI on Monument. Monument CSMs do not carry an upsell quota or earn commission on cross-sells. You're expected to educate clients on paid offerings when they genuinely serve the client, but because your compensation is never tied to those recommendations, you remain a trusted, unconflicted advisor first. **Your Responsibilities** - **Complex Onboarding & Implementation Management**: Lead end-to-end onboarding for enterprise clients, running multiple concurrent workstreams (data migration, integrations, configuration, and training) across internal teams and client stakeholders. Build and maintain detailed project plans, enforce strict adherence to timelines and process, proactively manage risks and dependencies, and drive clients to their go-live dates to reach fast time to value. Operate as the subject matter expert and trusted advisor throughout: adhere to internal SLAs, keep the open-items and issues log current, maintain the project task list, lead data inspection to ensure an accurate data migration, and provide hands-on go-live support. - **Value Realization & Product Training**: Serve as a training and business consultant, guiding clients to adoption of features and best practices that optimize Net Operating Income (e.g., dynamic pricing, revenue management, delinquency automation, revenue capture, targeted campaigns). Continuously assess adoption gaps and build tailored account plans to close them. - **Customer Advocacy & Voice of the Customer (VOC)**: Act as the primary internal advocate for your assigned accounts. Run a disciplined Voice of the Customer practice that captures, structures, and prioritizes client feedback and feature requests, and be the internal champion for customer enhancements, carrying them through Product, Support, and leadership so the client's voice shapes what Monument builds next. Articulate the value and business impact of each requested enhancement, track its status through delivery, and close the loop with clients when their features ship. - **High-ROI Quarterly Business Reviews**: Own the QBR cadence for your portfolio. Continuously evaluate what each account needs most, then deliver high-ROI QBRs (data-driven narratives on adoption, performance, and business outcomes) that measurably increase product adoption and align clients on goals and priorities for the quarter ahead. Anchor each review in a client-specific account plan built to optimize their NOI. - **ROI Measurement & Reporting**: Establish baseline data collection during onboarding, then build and present clear, credible ROI analyses that quantify the business impact of each client's Monument investment over time. - **NPS, References & Case Studies**: Drive strong Net Promoter Scores and cultivate deeply referenceable clients who are willing to participate in case studies, testimonials, and prospect reference calls. You own the depth of relationship that makes this possible. - **Customer Retention**: Monitor customer health metrics, proactively identify at-risk accounts, and implement strategies to prevent churn while encouraging renewals. - **Cross-Functional Collaboration**: Partner with Sales, Support, and Product to resolve client issues and drive continuous improvement. Flag cross-sell and expansion opportunities to Sales when they're genuinely in the client's interest, without a personal quota or commission attached. **How You'll Work** - **Client first, always**: Structure your week around customer-facing time and deliverables and client outcomes. A proactive approach is key: anticipate what clients need next instead of waiting for them to raise it. - **Run implementations with rigor**: Detailed project plans, clear owners and due dates, disciplined follow-through, and crisp status communication, so your clients and internal partners never wonder where things stand. - **Protect the timeline**: Treat committed go-live dates as commitments. Surface risks and dependencies early, drive open items to closure daily, and escalate (externally & internally) before a date slips, never after. - **QA like a client**: Test your own work against how clients will operate day to day, not just whether the configuration and automations fire correctly. - **Build with AI**: Use AI tools to accelerate analysis, configuration, documentation, and project tracking, then reinvest every saved hour back into your clients. - **Bring solutions, not just flags**: When feedback signals a gap between how something was designed and how clients actually work, arrive with a recommended fix. **Who You Are** - 3+ years of experience as a Client Success Manager or Consultant (or similar customer-facing, advisory role) for a B2B SaaS product, ideally with enterprise clients. - Genuinely client-focused: you measure your own success by your clients' outcomes, you're energized by time in front of customers, and you build the kind of trust that makes clients call you first. - A proven track record managing complex, multi-stakeholder onboarding and implementation projects, ideally from a consulting or professional-services background, with strong project management rigor across parallel workstreams. You've owned committed go-live dates and hit them, and you know how to keep a project on time when scope, stakeholders, and surprises push against it. - Hands-on technical aptitude: comfortable owning software configuration and working with APIs, integrations, and data migrations, and able to translate client requirements into a working setup yourself. - AI-forward by default: you already build with AI tools daily to accelerate analysis, configuration, and project delivery, and you're excited to keep pushing what they can do. This is central to how our team operates. - Comfort with business and financial analysis: you can translate product usage and adoption into business outcomes like NOI and ROI, and you're not intimidated by a client's P&L. - Experience running quarterly business reviews and building compelling, data-backed value narratives for enterprise stakeholders. - Excellent communication and interpersonal skills, with the executive presence to build trust as an independent, unconflicted advisor. - Outstanding organizational skills and meticulous attention to detail: you juggle multiple client relationships and timelines at once, and nothing falls through the cracks. Every open item tracked, every commitment followed up, every date kept visible. - A self-directed, action-oriented operator who brings high standards, accountability, and urgency to a fast-paced startup environment. - Experience in self-storage, real estate, or property management software is a plus, but not required. **How We Measure Success** - Clients onboarded successfully within committed timelines - Adoption of advanced, NOI-driving features - Client health metrics - Net Promoter Score (NPS) - Client retention and renewal rate - Documented ROI delivered to each client - Customer-facing engagement time (time reinvested with clients is actively measured and valued) - Number of referenceable clients who participate in case studies, testimonials, and reference calls **Compensation Philosophy: Trusted Advisor, Not Salesperson** Monument CSMs do not have an upsell quota and do not earn commission on cross-sell recommendations. You're expected to advocate for cross-sells when they genuinely help the client, but because your compensation is never tied to those recommendations, clients can trust that your advice is about their success, not a sale. **Compensation & Benefits** - **Starting Salary**: $130,000 - $160,000 - **Performance-Based Bonus**: 10% of Base Salary - Medical, Dental, and Vision - 401k plan **Work Mode** - This is an in-office role. Monument's office is located in Addison, TX, where you are expected to work 5 days/week, 9:00 AM to 5:00 PM.