Overview:
The Small Business Customer Success Manager (CSM) owns the end-to-end relationship for a fast-growing segment of Buildium’s customer base, focusing on driving adoption, retention, and long-term value for business owners and key decision-makers. This role requires a balance of scalable engagement and direct customer interaction, with full accountability for customer outcomes. The Small Business CSM acts as a strategic partner, helping customers achieve their business goals through effective use of the platform. Cross-functional collaboration is critical to ensure a seamless and impactful customer experience.
Responsibilities:
- Own the full customer lifecycle for a high-volume portfolio, including post-onboarding support, adoption, value realization, and retention.
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Build relationships with business owners and decision-makers to understand goals and align Buildium solutions accordingly.
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Conduct customer calls and strategic check-ins to drive engagement and deepen product usage.
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Design and execute scalable outreach programs, including email cadences and educational content.
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Monitor customer health and proactively address risks through targeted interventions.
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Identify opportunities for expansion and increased product adoption within accounts.
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Analyze customer data and trends to inform engagement strategies and prioritization.
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Collaborate cross-functionally with Product, Support, Marketing, and Sales to improve customer outcomes.
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Maintain accurate CRM records and contribute to process improvements across the team.
Qualifications:
- Minimum of 2+ years combined experience in Customer Success, Sales, or other revenue-driving customer-facing roles, ideally in software is required.
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Proven experience working with small business owners or senior decision-makers.
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Strong understanding of SaaS customer lifecycle and value realization.
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Ability to manage a high-volume book of business while maintaining ownership of customer outcomes.
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Experience conducting consultative conversations and aligning solutions to business goals.
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Strong analytical skills with the ability to interpret customer data and trends.
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Confidence navigating CRM platforms; Salesforce preferred.
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Excellent time management and organizational skills.
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Strong written, verbal, and interpersonal communication skills.
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Ability to manage customer expectations, objections, and complex conversations.
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Highly self-motivated, adaptable, and comfortable with ambiguity.
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Technically savvy with Microsoft Office Suite and Google Workspace.
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Previous real estate, property management, or similar experience is highly desirable.
Pay Range: USD $23.32 - USD $39.66 /Hr.
