Customer Success Manager

Customer Success Manager

Location: San Francisco HQ

About ManageCasa

ManageCasa is the all-in-one property management software built for HOAs, community associations, and rental property managers. We help property professionals streamline accounting, communication, operations, and resident services—backed by unmatched human support and AI-powered technology.

Our mission is simple: make property management simple, innovative, and scalable.

Position Summary

We are looking for a proactive, metrics-driven Customer Success Manager (CSM) to own the entire customer lifecycle from onboarding and adoption to renewals, upsells, and advocacy. You’ll be the trusted partner who ensures customers achieve their goals with ManageCasa, while driving measurable outcomes in retention, expansion, and customer satisfaction.

Key Responsibilities

1. Onboarding New Customers

• Guide customers through setup, data migration, and implementation.

• Provide tailored training and resources to ensure adoption.

• Customize onboarding based on customer segment (SMB, Mid-market, Enterprise).

• Partner with Sales and Support to deliver a seamless handoff.

2. Customer Relationship Management

• Build strong, long-term relationships with key stakeholders.

• Conduct regular check-ins, QBRs/EBRs, and success reviews.

• Serve as the main point of contact for strategic accounts.

3. Product Adoption & Engagement

• Monitor product usage and proactively address low engagement.

• Drive adoption of features that align with customer goals.

• Educate customers on new features, integrations, and best practices.

4. Customer Retention & Renewals

• Identify early risks of churn and act to resolve them.

• Own renewal conversations in collaboration with Sales.

• Maintain and improve Net Revenue Retention (NRR) across your accounts.
   

5. Upsell & Expansion

• Identify upsell and cross-sell opportunities.

• Partner with Sales to present and close expansion opportunities.

• Ensure customers see increasing ROI and value over time.

6. Customer Advocacy & Feedback

• Encourage happy customers to provide testimonials, referrals, or case studies.

• Gather and share customer feedback to influence the product roadmap.

• Represent the “voice of the customer” across internal teams.

7. Data Monitoring & Reporting

• Track health scores, usage trends, and satisfaction metrics in HubSpot CRM.

• Provide internal reporting on retention, churn, and upsell performance.

• Use data to prioritize customer engagement and outreach.

8. Support Coordination

• Escalate technical issues and ensure timely resolution.

• Bridge communication between customers, support, and engineering.

• Ensure customers experience a smooth, low-friction support journey.

Key Metrics (Success will be measured by):

• Net Revenue Retention (NRR)

• Customer Churn Rate

• Customer Health Score

• Customer Lifetime Value 

• Product Usage & Adoption Rates

• Net Promoter Score 

• Time to Value 

Qualifications

• 3+ years of experience in Customer Success, Account Management, or related SaaS role.

• Proven track record in retention, renewals, or upsells.

• Excellent communication, relationship-building, and negotiation skills.

• Highly organized with strong problem-solving abilities.

• Proficiency with CRM tools (HubSpot preferred).

• Knowledge of property management or accounting software a plus.

• Comfortable working in a fast-paced startup environment.

Why Join ManageCasa?

• Competitive salary + performance-based commission on upsells/renewals.

• Be part of a fast-growing SaaS company transforming property management.

• Formal onboarding program and ongoing career development.

• Collaborative team culture with clear growth paths.

• Opportunity to make a real impact on customer success and company growth.