Job Description: Customer Success Manager - Tenant Engagement (SaaS)

Location: Able to Travel

Department: Customer Success

Employment Type: Full-Time

About the Role:

We are expanding our SaaS offering into a tenant engagement solution designed for building owners and property managers. We are looking for an experienced Customer Success Manager (CSM) who can partner with our customers to plan, launch, and grow the platform across their campuses and portfolios.

The ideal candidate has strong experience working with proptech, and workplace experience, and is confident in driving customer value from deployment through long-term adoption. They must be an excellent communicator and strategic thinker who can manage complex implementations and build strong relationships with customer stakeholders.

Key Responsibilities:

1. Customer Onboarding & Implementation:

- Lead end-to-end onboarding for new tenant engagement customers-from kickoff to go-live.

- Understand customer's building operations, tenant engagement needs, and campus workflows to design the right launch strategy.

- Coordinate configuration, testing, and deployment across multiple customer teams (IT, CRE, Property Management, FM).

- Develop launch plans, communication materials, and training resources for administrators and end users.

2. Customer Relationship Management:

- Serve as the primary point of contact for customer stakeholders and building owners.

- Build trusted partnerships and deliver regular status reports, QBRs, and roadmap discussions.

- Manage escalations and work cross-functionally to ensure customer success.

3. Product Adoption & Engagement:

- Drive strong adoption across tenants, occupants, and building staff by monitoring analytics and executing targeted engagement actions.

- Conduct workshops, demos, and training sessions to ensure every user group understands the value of the platform.

- Recommend configurations, workflows, or process changes to maximize customer outcomes.

4. Strategic Account Ownership:

- Guide customers from initial rollout to long-term adoption and expansion.

- Track customer health, identify risks early, and implement success plans.

- Collaborate with product and engineering teams to bring customer feedback into the roadmap.

5. Continuous Improvement:

- Contribute to internal best practices for onboarding, change management, and customer engagement.

- Help shape processes for scaling tenant engagement deployment across multiple buildings and customer portfolios.

Requirements:

Experience:

- 3-5 years of experience in Customer Success, Implementation, or Account Management within a SaaS environment.

- Experience in proptech, tenant engagement, and workplace experience, or related domains strongly preferred.

- Proven success managing complex enterprise deployments with multiple stakeholders.

- Experience working with building owners, landlords, or facility management teams is an advantage.

Skills:

- Excellent verbal and written communication skills; capable of leading customer-facing discussions and training.

- Strong strategic planning and project management ability, from launch to steady-state operations.

- Ability to translate customer requirements into actionable implementation steps.

- Comfortable with data interpretation and presenting insights to customers.

- Strong relationship-building, problem-solving, and escalation-handling capabilities.

Technical Competencies:

- Good understanding of SaaS products, integrations, and cloud environments.

- Basic understanding of SSO, APIs, and user management workflows is a plus