Customer Success Manager - AI Forward (PropTech)

TL;DR

Customer Success Manager (AI Forward, PropTech): Own a portfolio of multifamily SaaS customers and act as a consultative partner using data, analytics, and applied AI techniques to drive retention, adoption, and measurable business impact. Focus on analyzing customer health with AI tools, developing AI-powered insights and dashboards, automating reporting workflows, and surfacing expansion and churn risks.

Location: Remote (United States)

Company

hirify.global builds mobile and cloud solutions for real-time property data, serving over 5 million multifamily units with the Happy Property platform.

What you will do

• Own and grow a book of multifamily SaaS customers, focusing on retention, adoption, and product value realization
• Use AI tools to analyze customer health, usage patterns, and risks; automate reporting and insights
• Develop AI-powered customer insights including health dashboards, behavioral trends, and renewal risk narratives
• Act as consultative partner to customer leadership with data-backed recommendations and success plans
• Partner cross-functionally with Product, Support, Services, RevOps, and Analytics teams
• Document and operationalize repeatable AI workflows to improve CSM efficiency and renewal predictability

Requirements

• Minimum 3+ years in Customer Success, Account Management, or Client Services in SaaS
• Demonstrated real-world application of AI in business workflows (e.g., customer health analysis, predictive risk modeling, workflow automation)
• Comfort working with data including dashboards, customer usage metrics, and operational KPIs
• Strong executive communication skills and proven ability to manage client relationships with consultative authority

Nice to have

• PropTech or multifamily experience
• Experience with customer success platforms (Gainsight, Totango, Catalyst)
• Experience with product telemetry, usage data, BI tools
• Hands-on with AI tools (LLMs, no-code automation, data enrichment)
• Bachelor's degree or equivalent

Culture & Benefits

• Work from anywhere with flexible company culture
• Unlimited vacation time
• Generous paid parental leave
• Competitive pay including stock options
• Monthly stipends for wellness and home office
• US employee benefits including health insurance