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Customer Success Manager

Customer Success Manager

ManageCasa Inc.San Francisco, CA, US
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

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.
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    Customer Manager • San Francisco, CA, US

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