Customer Success Manager

About the role
We’re looking for a Customer Success Manager to help build and scale the foundation of Customer Success at Rentvine.

This is a hybrid “player + builder” role—you won’t just manage customers, you’ll help define how we do Customer Success. You’ll work closely with CS leadership to build systems, analyze customer data, and develop scalable playbooks, while also owning a portfolio of customers and executing those strategies in real time.

You’ll play a key role in shaping our CS function through data analytics, system configuration, and hands-on experimentation—testing what works, refining it, and helping scale it across the team.

This role is ideal for someone who wants to grow into CS leadership, Digital CS, or CS Operations roles over time.

What You'll Do
Build & Scale Customer Success (The “Builder”)
Help design and evolve customer health scoring models
Analyze churn risk and retention trends to inform strategy
Build dashboards and reporting to drive CS performance
Improve CS systems and workflows (HubSpot, Snowflake, etc.)
Test, iterate, and refine scalable CS playbooks and motions
Drive Customer Insights
Manage and analyze customer feedback (NPS, CSAT, surveys)
Identify trends, risks, and growth opportunities in customer data
Translate insights into actionable recommendations for the business
Own Customer Outcomes (The “Player”)
Manage a portfolio of accounts, including higher-risk or strategic customers
Partner with CSMs on retention and risk mitigation strategies
Execute onboarding, renewal, and recovery efforts
Engage directly with customers to drive adoption, value, and outcomes
Pilot and execute new CS plays before scaling them across the team
Reporting & Collaboration
Report to the Senior Director of Customer Success & Support
Partner cross-functionally with CS, Sales, Product, and Support
Help translate CS strategy into execution through data and insights
Contribute to company-wide retention and growth initiatives
Qualifications
3–5+ years of experience in Customer Success, CS Ops, or similar roles
Strong analytical mindset with experience in reporting, dashboards, or data analysis
Experience with CRM/CS tools (HubSpot, Planhat, ChurnZero, etc.)
Ability to turn data into clear, actionable insights
Confidence engaging directly with customers
A growth mindset with a desire to take ownership and build
Comfort operating in a fast-paced, evolving environment
Bonus: Property Management software or industry experience
Who You Are
A builder who enjoys creating and improving systems and processes
A hands-on operator who likes working directly with customers
A curious problem-solver who uses data to guide decisions
A proactive self-starter who takes initiative and iterates quickly
A strong collaborator who works effectively across teams
Someone motivated to grow into a future CS leader
What Success Looks Like (First 6 - 12 Months)
Build and improve customer health scoring and reporting
Deliver actionable insights that influence retention strategy
Successfully manage and improve outcomes for your book of business
Test and refine scalable CS playbooks and workflows
Become a trusted partner across both CS strategy and execution
Why This Role Matters
This role is critical to building a scalable, data-driven Customer Success organization.
You’ll directly impact:
Visibility into customer health and retention
How we make decisions using customer data
The systems and playbooks that power our CS team as we grow