Customer Success Manager

Job description

WHY UNITI Real estate is the world's largest asset class — $393 trillion globally, bigger than all stocks, bonds, and gold combined. Over $1 trillion a year, globally, goes to the teams running properties — leasing, maintenance, collections, accounting, marketing, HR, asset management. Same bundle of tasks at every property, every day, across every vertical. The surface looks different across office, multifamily, senior living, self-storage, affordable housing, student housing, coworking, hospitality. The work underneath is the same. Today that work is stuck in tickets, phone queues, and a dozen disconnected tools. Real estate has been waiting for an execution layer. Uniti is building it — the system of action for real estate. AI agents for every front- and back-office workflow, operating across voice, email, SMS, WhatsApp, and chat. One horizontal layer, every vertical. Work gets done faster, around the clock. The humans on our customers' teams get to focus on the parts of the job that actually need them. ABOUT THE ROLE As a Customer Success Manager at Uniti, you'll own customer relationships from the moment they go live through renewal and expansion, across every vertical we serve. You'll partner with Sales, Implementation, Product, and Engineering to make every operator successful with their first agent — and walk them into the next one. This role exists because our customer book is growing faster than any one person can hold, and because the customers we keep and grow this year are the ones who carry us into the next vertical. WHAT YOU'LL OWN - Own the post-sale relationship for every operator on your book — onboarding, adoption, renewal, and expansion. - Partner with the AE on a clean Sales-to-Implementation handoff, then run the kickoff and pilot phase alongside the Implementation Manager through go-live. - Monitor agent performance and operator health weekly — call quality, response time, conversion, escalations — and surface risks before they become churn. - Lead renewal conversations and identify expansion paths into additional agent families and additional channels. You own the commercial conversation, not just the relationship. - Translate what you hear from operators into product feedback that lands with the right people on Product and Engineering. Be the operator's voice in the building. - Keep internal systems current — health scores, churn risk indicators, expansion forecasts, check-in cadence in Monday.com http://Monday.com — so commercial leadership can see the book at a glance. - Develop real affinity for what our customers actually deal with day-to-day. Talk to operators. Sit in on calls. Share what you learn with the team. WHAT YOU HAVE - 3–5 years in Customer Success, Account Management, or Strategic Partnerships at a SaaS or AI company. - Real estate or multi-location operator experience strongly preferred. Time spent operating, selling into, or supporting real estate operators is the single best predictor of success in this role. - Strong understanding of the customer lifecycle from pilot through renewal and expansion. You've owned commercial conversations before, not just relationship ones. - CRM (Salesforce, HubSpot), a BI tool, Monday.com http://Monday.com or similar. - Analytical instinct: you can read an operator's adoption metrics and tell us what's actually going on, not just what the dashboard says. - A track record of running ambiguous customer situations end-to-end — figuring out what's broken, scoping the fix, and bringing in the right internal partners. BONUS - Operator background — you've worked at a real estate operator, a property management company, or a vertical SaaS that sold into one. - Familiarity with PMS systems used by real estate operators. - Prior work at an AI-native company where you've owned customer success during a category's early growth. - Startup experience a big plus. WHO YOU ARE - You want to be at an early-stage startup. You've been in a high-growth environment before and you know what tripling headcount in a year actually feels like. - You take ownership of large, undefined problems. Two operators escalate the same issue from different angles. You don't wait for a process — you scope the fix, line up Engineering, and own the customer conversation through to resolution. - You're collaborative and independent. You run your book end-to-end, and you pull in Sales, Implementation, Product, and the CEO at the right moments. - You're close to the customer. You'd rather sit on an operator's call than watch a churn dashboard. The best ideas about our product come from what operators actually say. - You ship fast and iterate. You'd rather try a new health-check format this week and refine it next month than spend a quarter designing the perfect one. BENEFITS - Full medical, dental, and vision coverage - Flexible PTO - Meaningful equity and responsibility