Customer Success Manager

Job description

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions. Are you a relationship builder who thrives on solving complex problems and turning clients into long-term partners? As a Customer Success Manager at Entrata, you’ll serve as a trusted advisor, advocating for our customers while helping them unlock maximum value from our platform. The Customer Success Manager is responsible for managing a diverse portfolio of clients and ensuring their continued success and growth on the Entrata platform. This role requires strong expertise in customer relationship management, problem-solving, and cross-functional collaboration. The individual in this position works independently to address complex client needs, provides strategic recommendations, and plays a key role in driving customer retention and product adoption. This role contributes to the improvement of internal processes and best practices to enhance the overall customer experience. \*For local Utah candidates, this position operates on a hybrid schedule with three days in our Lehi office (Tuesday through Thursday). ### Responsibilities - Own and manage a diverse portfolio of mid-to-large customers, ensuring satisfaction, retention, and expansion - Lead strategic business reviews, offering data-driven insights and platform optimization recommendations - Collaborate cross-functionally with Support, Product, Development, and Sales teams to ensure cohesive client support and advocacy - Develop and implement tailored customer success plans, guiding customers through major product milestones and adoption cycles - Identify and mitigate risks related to client success, providing proactive solutions and escalations as needed - Contribute to the development and refinement of customer success methodologies, tools, and best practices - Represent customer needs and feedback in sprint reviews and product planning conversations - Ability to travel up to 15% of the time ### Essential Functions - Independently manage client relationships, offering strategic guidance and platform insights - Analyze client usage data and provide recommendations to improve engagement and outcomes - Resolve moderately complex issues using sound judgment and business knowledge - Coordinate with internal teams to deliver a seamless customer experience - Travel that may include overnight stays to various marketing/customer events - Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently. - Maintain professional interaction with internal and external stakeholders - Ability to work in a fast-paced and high-stress environment ### Minimum Qualifications - Strong analytical, communication, and project management skills - Proven ability to work independently while contributing to team and organizational goals - Effective in building and maintaining professional client relationships - Ability to tailor messaging and solutions to varied audiences and business contexts ### Education and Experience Requirements - Bachelor’s degree or equivalent experience - Typically requires a minimum of 5 years of related experience; or 3 years with a Master’s degree; or equivalent experience - 2+ years of experience in a SaaS-based customer success, account management, or similar client-facing role - Experience working with Product and Development teams - Property management or real estate industry experience preferred ### AI & Operational Fluency - AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables. - Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations. - Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models. - Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains. ### Physical Requirements Work is performed in an office (or home office) environment as well as at corporate event locations, including conferences, client meetings, and trade shows. This role requires the ability to operate standard office equipment and keyboards. Sedentary and repetitive work may occur during administrative and planning tasks. The position also requires the ability to stand and move for extended periods during events. The employee must be able to lift and carry items weighing up to 25–40 pounds, including event materials, boxes, and equipment. Substantial movements (motions) of the wrists, hands, and/or fingers are required. Close visual acuity is necessary to perform activities such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; and reading or reviewing materials for extended periods.