Senior Customer Success Manager

About the role
We’re looking for a Senior Customer Success Manager to drive adoption, value realization, and long-term success across a portfolio of our more strategic customers.

In this role, you’ll partner closely with Account Executives/Managers to support growth within existing accounts—ensuring customers are fully leveraging the full Rentvine platform and positioned for expansion. You’ll act as both a trusted advisor to customers and a strategic partner to Sales, helping identify opportunities and drive outcomes.
This is a highly collaborative, customer-facing role ideal for someone who excels at building relationships, influencing outcomes, and connecting product value to business impact.

What You'll Do
Drive Adoption & Customer Value
Own post-sale customer engagement focused on onboarding, adoption, and long-term success
Guide customers in leveraging the full suite of Rentvine products to achieve their business goals
Develop and execute success plans aligned to customer objectives
Drive adoption depth and breadth across the Rentvine platform
Identify gaps in product usage and increase engagement across features and products
Monitor customer health and proactively address risks related to low adoption
Partner with AEs on Growth
Work closely with Account Executives to identify and support expansion opportunities
Surface opportunities to expand usage across additional Rentvine products and features
Provide insight into account health, usage trends, and customer goals
Participate in account planning and strategic customer conversations
Manage Customer Relationships
Build strong relationships with key stakeholders and decision-makers
Lead regular touchpoints including business reviews and strategic check-ins
Act as a trusted advisor, helping customers maximize value from the platform
Support escalations and coordinate internally to ensure strong outcomes
Support Retention & Risk Mitigation
Identify and address churn risks through improved engagement and adoption
Reinforce value by connecting product usage to customer outcomes
Partner with internal teams to resolve issues and remove blockers
Reporting & Collaboration
You’ll report to the Senior Director of Customer Success & Support and work closely with Sales, Product, and Support.
Partner tightly with Account Executives on account strategy and growth
Collaborate cross-functionally to improve customer experience and outcomes
Contribute insights to help shape CS strategy and engagement approaches

Qualifications
5–8 years of experience in Customer Success or Account Management
Strong track record of driving customer adoption and engagement
Experience partnering with Sales on expansion within existing accounts
Ability to connect product value to customer business outcomes
Excellent communication and relationship-building skills
Comfortable managing more complex or high-impact customer relationships
Ability to navigate ambiguity and drive results in a fast-paced environment
Preferred: Property Management industry/software experience
Who You Are
A relationship-builder who earns trust and drives influence
A strategic thinker who understands how adoption drives retention and growth
A proactive owner who takes accountability for customer outcomes
A strong partner to Sales and cross-functional teams
Someone who thrives in a collaborative, customer-focused environment
What Success Looks Like (First 6-12 Months)
Drive measurable improvements in adoption across multiple Rentvine products
Increase product utilization and engagement across your customer portfolio
Successfully partner with AEs to support expansion opportunities
Identify and close gaps in product usage that impact retention
Build strong relationships with key customer stakeholders
Why This Role Matters
This role is critical to ensuring our customers fully realize the value of Rentvine—driving both retention and long-term growth.
You’ll play a key role in:
Increasing product adoption and customer engagement
Supporting expansion through strong AE partnership
Strengthening relationships with our most important customers