About the role
We’re looking for a Senior Customer Success Manager to drive adoption, value realization, and long-term success across a portfolio of our more strategic customers.
In this role, you’ll partner closely with Account Executives/Managers to support growth within existing accounts—ensuring customers are fully leveraging the full Rentvine platform and positioned for expansion. You’ll act as both a trusted advisor to customers and a strategic partner to Sales, helping identify opportunities and drive outcomes.
This is a highly collaborative, customer-facing role ideal for someone who excels at building relationships, influencing outcomes, and connecting product value to business impact.
What You'll Do
Drive Adoption & Customer Value
- Own post-sale customer engagement focused on onboarding, adoption, and long-term success
- Guide customers in leveraging the full suite of Rentvine products to achieve their business goals
- Develop and execute success plans aligned to customer objectives
- Drive adoption depth and breadth across the Rentvine platform
- Identify gaps in product usage and increase engagement across features and products
- Monitor customer health and proactively address risks related to low adoption
Partner with AEs on Growth
- Work closely with Account Executives to identify and support expansion opportunities
- Surface opportunities to expand usage across additional Rentvine products and features
- Provide insight into account health, usage trends, and customer goals
- Participate in account planning and strategic customer conversations
Manage Customer Relationships
- Build strong relationships with key stakeholders and decision-makers
- Lead regular touchpoints including business reviews and strategic check-ins
- Act as a trusted advisor, helping customers maximize value from the platform
- Support escalations and coordinate internally to ensure strong outcomes
Support Retention & Risk Mitigation
- Identify and address churn risks through improved engagement and adoption
- Reinforce value by connecting product usage to customer outcomes
- Partner with internal teams to resolve issues and remove blockers
Reporting & Collaboration
You’ll report to the Senior Director of Customer Success & Support and work closely with Sales, Product, and Support.
- Partner tightly with Account Executives on account strategy and growth
- Collaborate cross-functionally to improve customer experience and outcomes
- Contribute insights to help shape CS strategy and engagement approaches
Qualifications
- 5–8 years of experience in Customer Success or Account Management
- Strong track record of driving customer adoption and engagement
- Experience partnering with Sales on expansion within existing accounts
- Ability to connect product value to customer business outcomes
- Excellent communication and relationship-building skills
- Comfortable managing more complex or high-impact customer relationships
- Ability to navigate ambiguity and drive results in a fast-paced environment
- Preferred: Property Management industry/software experience
Who You Are
- A relationship-builder who earns trust and drives influence
- A strategic thinker who understands how adoption drives retention and growth
- A proactive owner who takes accountability for customer outcomes
- A strong partner to Sales and cross-functional teams
- Someone who thrives in a collaborative, customer-focused environment
What Success Looks Like (First 6-12 Months)
- Drive measurable improvements in adoption across multiple Rentvine products
- Increase product utilization and engagement across your customer portfolio
- Successfully partner with AEs to support expansion opportunities
- Identify and close gaps in product usage that impact retention
- Build strong relationships with key customer stakeholders
Why This Role Matters
This role is critical to ensuring our customers fully realize the value of Rentvine—driving both retention and long-term growth.
You’ll play a key role in:
- Increasing product adoption and customer engagement
- Supporting expansion through strong AE partnership
- Strengthening relationships with our most important customers