Manager, Customer Success (Proptech)

TL;DR

Manager, Customer Success (Proptech): Leads and develops a team of Customer Success Managers, owning retention, growth, and satisfaction for a strategic customer portfolio with an accent on building scalable processes and driving customer value. Focus on people leadership, account planning, escalation management, and cross-functional collaboration to scale the Customer Success function.

Location: Hybrid in New York City, New York

Salary: $172,500–$185,000 (OTE range)

Company

hirify.global is the industry’s leading cloud-based deal management platform empowering real estate investment and capital markets with data and collaboration through purpose-built software.

What you will do

• Manage, coach, and develop a team of Customer Success Managers, setting clear expectations and driving performance.
• Ensure the retention, growth, and satisfaction of a portfolio of customer accounts by supporting CSMs in executing strong account plans.
• Partner with Implementation during onboarding to ensure a smooth transition and understand customer success criteria.
• Oversee the production and delivery of training programs for customers to drive adoption and workflow mastery.
• Work cross-functionally with Sales, Marketing, and Product to relay customer feedback and resolve escalations.
• Lead the development of Customer Success processes, playbooks, and success metrics to accelerate scaling and improve predictability.

Requirements

• Bachelor’s degree or higher.
• 6–9 years of experience in customer success, account management, consulting, and/or commercial real estate-related roles, with experience managing enterprise relationships.
• 2+ years of people management experience.
• Strong written and verbal communication skills, including comfort presenting to senior executive audiences.
• Demonstrated ability to manage ambiguity, problem-solve, and drive outcomes in a fast-paced environment.
• Close attention to detail and accuracy; strong proficiency in Excel / Google Sheets.

Nice to have

• Experience servicing commercial real estate firms or a commercial real estate background.
• Experience building and scaling a commercial Customer Success program.
• Familiarity with SQL, Salesforce, Asana, Gong, and AI tools.

Culture & Benefits

• Medical, dental, and vision insurance with HSA & FSA options.
• 401(k) retirement plan and Paid Parental Leave.
• Flexible Time Off (FTO) policy.
• Commuter benefits program and monthly wellness reimbursement.
• Hybrid Work Policy.
• Eligibility for hirify.global's equity plan.