Manager of Customer Success | Housing

The role

You will lead and develop a high-performing team of CSMs to retain revenue within the customer base. You will own customer outcomes across the lifecycle and partner with cross-functional stakeholders to drive growth and adoption.

What you will do

• Lead and develop a high-performing team of CSMs through coaching, training, performance management, and structured professional development
• Own customer outcomes across the lifecycle, including onboarding, product adoption, retention, and overall account health
• Drive measurable customer impact, ensuring clients understand and can articulate the ROI of EliseAI
• Identify and mitigate churn risk by building and executing scalable playbooks
• Partner with Sales to drive growth, account strategy, expansion planning, and upsell opportunities
• Run a weekly metrics review to diagnose gaps and implement improvements
• Collaborate with Product and Engineering to drive adoption of new features and elevate client feedback
• Build and scale onboarding and enablement programs for new CSM hires
• Partner with Marketing to develop client education programs
• Attract top-tier talent to join the team

Required qualifications

• Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup
• 3+ years experience managing a customer success team
• A track record in managing risk, forecasting, and identifying growth opportunities
• Skilled in navigating cross-functional relationships within a high-growth SaaS environment
• Excellent written and verbal communication skills
• Strong sense of ownership and eagerness to build and define the customer success function
• Ability to communicate candid, constructive feedback with your team
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• Willingness to work in person at our office 4-5 days a week

Nice to have

• Ideally at a B2B SaaS startup

Benefits

• Equity in the company
• Medical, Dental and Vision premiums covered at 100%
• Fully paid parental leave
• Commuter benefits
• 401k benefits
• Fitness & home services stipend
• Collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office
• Unlimited vacation and paid holidays
• Relocation packages

About the company

EliseAI improves the housing and healthcare industries by integrating AI agents into existing workflows. The company recently raised a $350 million funding round at a $4 billion valuation.