Senior Enterprise Customer Success Manager

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ApartmentIQ

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏠 Real Estate

☁️ SaaS

Real Estate • SaaS

ApartmentIQ is a multifamily real estate market data platform that integrates daily data on 40 million units into tools for market surveys, market research, and revenue management. It offers automated daily market surveys, a market research product (Explore Pro), and an AI-driven revenue management product called Daylight. ApartmentIQ serves over 1,500 property management companies (PMCs) and tracks 8M+ units daily, with historical data and pricing/concession data aggregation. The platform is used by asset managers, revenue managers, and business development teams in multifamily real estate to gather competitive intelligence, track construction pipelines, rent comps, and automate market intelligence workflows.

📋 Description

• Proactively manage a portfolio of Enterprise key accounts, deeply understanding their business and goals • Develop and build strong multi-threaded relationships with key customer decision-makers and stakeholders across unique, complex accounts, and with various departments within these organizations • Act as the quarterback of the enterprise relationship — externally with key stakeholders across the account, and internally across CS, Sales, Support, and Product, to ensure every account is served with a holistic, coordinated approach • Stay personally hands-on with the operational side of your accounts — contract logistics, property/unit updates, and day-to-day troubleshooting • Create and document tailored client success plans for each assigned account • Conduct regular business reviews (check-ins, QBRs, executive BRs) to measure progress and ensure clients are achieving their desired outcomes • Own the renewal and work cross-functionally to minimize churn • Partner with customers on business goals, strategy, upcoming product releases, and identify account growth opportunities • Provide a high level of actionable insight and data analysis to your customers • Surface expansion opportunities across your book and route them to the right Sales partner to execute • Maintain deep fluency across ApartmentIQ's full product suite (Market Survey, Explore, Daylight, Fees, and future products) • Serve as the CS expert on how our underlying data is sourced, validated, and functions — able to explain nuance directly to sophisticated, technical buyers • Tailor conversations across multiple buyer personas within a single account (marketing, operations, revenue management, asset management, legal/compliance where relevant) • Speak credibly to ApartmentIQ's data scale and coverage, and defend explainable-AI pricing rationale where applicable, to sophisticated, methodology-focused buyers • Act as a resource for CSM team on complex product or data questions • Partner with cross-functional stakeholders to translate business needs and product requirements into new solutions for customers • Accurately document and update client records, notes, and interactions in the CRM • Consistently meet or exceed OKRs and KPIs as communicated by your manager • Serve as a trusted advisor to VP- and C-suite-level stakeholders, representing AIQ credibly in executive business reviews and, where relevant, board-level reporting conversations • Act as a go-to resource for escalations across the broader CSM team — lending expertise to help navigate high-stakes conversations, not just advising from the sidelines • Participate in CSM hiring and onboarding as a technical/product panelist when needed • Provide process enhancement feedback while championing a culture of teamwork

🎯 Requirements

• 8+ years in a client-facing or account management role, including experience managing relationships with VP- and C-suite-level stakeholders across complex, multi-threaded, multi-stakeholder accounts • Strong judgment and consultative problem-solving in high-ambiguity situations — comfortable operating without a playbook • Willingness to work in the operational weeds — contracting, troubleshooting, property-level updates — with the same energy you bring to executive-level strategy • Experience in data platforms or complex, multi-product SaaS environments; Multi-Family, PropTech, or Real Estate experience a bonus • Experience with Salesforce (and Gainsight or a similar platform) • Ability to handle multiple, critical, high-priority issues with high urgency • Detail-oriented, dependable, proactive, and collaborative — someone who contributes to the broader CS org, not just their own book • Bachelor's degree or higher.

🏖️ Benefits

• Remote-First: We offer the freedom to work from home across most of the U.S. You’ll enjoy the flexibility of remote work, balanced with high-energy in-person offsites to build real connections and celebrate our wins together. • Competitive Compensation: We believe in hiring the best and paying accordingly. You’ll receive a competitive salary that reflects your impact and expertise. • Paid Time Off: Take the time you need with our flexible vacation policy and dedicated paid parental leave to support you and your family’s biggest milestones. • Your Health Matters: Stay healthy with high-quality Medical, Dental, and Vision insurance plans for you and your family. • Peace of Mind (On Us): We fully invest in your security with 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance. • Protection for Your Whole Crew: Access supplemental insurance for the unexpected, plus specialized coverage to keep your pets happy and healthy, too. • Invest in Your Future: Secure your financial goals with our 401k Program, helping you build for the long term while you help us build the company.