Director, Inside Partner Success

Responsibilities

• Lead and manage the Inside Partner Success team to provide timely, consistent service to multifamily clients.
• Oversee operational support and service standards for contracted clients.
• Manage performance against SLAs and KPIs, including ticket resolution speed, NPS, and resolution volume.
• Mentor and coach associates through virtual and in-person professional development sessions.
• Establish cross-functional collaboration and ticket escalation processes for complex partner needs.
• Develop recurring group retraining programs and maintain standards for retraining coordination, scheduling, and handoffs.
• Maintain CRM hygiene and data accuracy in HubSpot and Zendesk.
• Manage, adjust, and expand existing business accurately and consistently.
• Analyze client performance and feedback data to support business needs.
• Partner with Account Management and the broader GTM team to support program usage.
• Communicate updates, risks, blockers, and recommendations proactively.
• Improve training materials, client communication, and user engagement strategies.
• Make decisions and recommendations using data, judgment, and business context.
• Complete work in accordance with applicable policies, procedures, standards, and regulatory requirements.

Requirements

• 5+ years of experience in B2B2C customer success, including 2+ years of direct team management experience.
• Proficiency with HubSpot, Zendesk, Google Suite, and video conferencing tools.
• Strong understanding of inbound and outbound customer success operations, SLA management, ticket triage, escalation design, and team performance frameworks.
• Experience managing client-facing, training, or account management roles and partnering with GTM, Outbound Partner Success, Customer Success, and Marketing teams.
• Bachelor's degree in Business, Finance, English Literature, Communications, Psychology, or equivalent practical experience.

Nice-to-Haves

• Experience in a regulated, client-facing environment.
• Experience with Power BI, ZoomInfo, Monday.com, Enable.Us or similar data room tools, Gong, and ALN.
• Exposure to commercial multifamily real estate, proptech, or insurance.
• Experience in commercial multifamily real estate, consumer credit, lending, or B2B SaaS.
• 2+ years in the multifamily industry.

Compensation and Benefits

• Base salary: $105,000–$115,000 annually.
• OTE: $190,000–$210,000.
• Medical, dental, and vision insurance beginning day one.
• Health savings account with employer contribution.
• Flexible spending accounts for healthcare, dependent care, and commuting.
• 401(k).
• Generous PTO and paid holidays.
• In-office lunch perk.
• Flexible working hours.
• Paid parental leave.
• Company-sponsored short- and long-term disability.