Manager of Customer Success | Housing

Key Responsibilities

• Lead and develop a high-performing team of CSMs through coaching, training, performance management, and structured professional development.
• Own customer outcomes across the lifecycle, including onboarding, product adoption, retention, and overall account health.
• Drive measurable customer impact, ensuring clients understand and can articulate the ROI of EliseAI within their organizations.
• Identify and mitigate churn risk by building and executing scalable playbooks informed by data and customer insights.
• Partner with Sales to drive growth, contributing to account strategy, expansion planning, and upsell opportunities.
• Run a weekly metrics review, using performance data to diagnose gaps and implement improvements across the team.
• Collaborate cross-functionally with Product and Engineering to drive adoption of new features and elevate client feedback into roadmap discussions.
• Build and scale onboarding and enablement programs for new CSM hires to support rapid team growth.
• Partner with Marketing (content/design) to develop client education programs, including webinars, training materials, and stakeholder enablement resources.
• Attract top-tier talent to join our driven team.

Requirements

• Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup.
• 3+ years experience managing a customer success team.
• A track record in managing risk, forecasting, and identifying growth opportunities.
• Skilled in navigating cross-functional relationships within a high-growth SaaS environment.
• Excellent written and verbal communication skills.
• Strong sense of ownership and eagerness to build and define the customer success function.
• Ability to communicate candid, constructive feedback with your team.
• Strong customer-facing and presentation skills with the ability to establish credibility with executives.
• Willingness to work in person at our office 4-5 days a week.

Compensation & Benefits

• Salary range: $170,000-$190,000 base ($192,500-$212,500 OTE).
• Equity in the company.
• Medical, Dental and Vision premiums covered at 100%.
• Fully paid parental leave.
• Commuter benefits.
• 401k benefits.
• Fitness & home services stipend.
• Unlimited vacation and paid holidays.
• Relocation packages.