Director, Customer Success

🔥 16 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 28 days.
• No salary listed.

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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

• Lead, coach, and develop CSMs across SMB, Mid-Market, and Enterprise • Hire and onboard CSMs and build bench strength • Set expectations, run growth conversations, and establish career paths • Set coverage standards for engagement cadence, executive contacts, and success plans • Own retention and renewal targets and the supporting forecast • Run proactive renewal processes and lead health-score, risk-review, and save-plan rhythms • Coordinate CS/Sales responsibilities and route growth signals to sellers • Build executive relationships with strategic accounts • Support high-stakes renewals, escalations, and executive business reviews • Maintain accurate CRM data and trustworthy health scores • Report on book health, churn drivers, and retention trends to leadership • Identify churn reasons, adoption gaps, and product requests • Improve processes, playbooks, and tooling • Maintain fluency across ApartmentIQ’s product suite and data methodology • Enable the team on new product releases • Partner with Implementation, Support, MavenAI CS, Product, Marketing, and Sales • Bring customer feedback into product roadmap discussions • Report to the SVP, CX

🎯 Requirements

• 10+ years in Customer Success, account management, or a related client-facing role in B2B SaaS • 5+ years leading CS teams, including hiring, coaching, and performance management • Proven track record owning retention and renewal targets for a book of business • Experience building relationships with VP- and C-suite-level stakeholders across complex, multi-stakeholder accounts • Multifamily, PropTech, or real estate experience preferred • Experience with data platforms or multi-product SaaS environments • Experience building operating rhythms, including forecasting, health scoring, and risk reviews • Experience with Salesforce; Gainsight or Gong is a plus • Bachelor's degree or higher • Must be authorized to work for any employer in the U.S. • Employment visa sponsorship is unavailable

🏖️ Benefits

• Freedom to work from home across most of the U.S. • High-energy in-person offsites • Competitive salary • Flexible vacation policy • Dedicated paid parental leave • Medical, Dental, and Vision insurance plans for employee and family • 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance • Supplemental insurance • Specialized pet insurance coverage • 401k Program

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