Client Success Manager

Monument is the operating system for self‑storage companies — the platform operators run their entire business on. Payments, GAAP‑compliant accounting, physical access control, customer operations, delinquency, inventory, REIT‑level revenue management, and portfolio‑wide oversight all run through one system. This is a rare opportunity to reinvent a $30 billion market from the ground up.

About the Role As Monument’s Client Success Manager, you will own the end‑to‑end success of a portfolio of enterprise self‑storage clients — from complex, multi‑threaded onboarding through long‑term value realization. At its core, this is a project management role. You’ll run multiple implementations at once with strict adherence to timelines and process, and with the attention to detail and organization enterprise clients expect.

You’ll also operate as a consultant: configuring the platform yourself and advising clients on the workflows that move the metrics they care about most — above all, Net Operating Income (NOI). Your clients stay yours after go‑live. You’ll deliver ROI‑focused quarterly business reviews that drive product adoption, champion the voice of the customer inside Monument, and build with AI every day so more of your time goes to clients.

Above all, you are client‑focused and outcome‑driven: success is measured by what your clients achieve. It’s a fast‑paced role where you’ll wear many hats — subject matter expert, project manager, configuration specialist, trusted advisor — with one goal: maximizing each client’s ROI on Monument. Monument CSMs do not carry an upsell quota or earn commission on cross‑sells. You're expected to educate clients on paid offerings when they genuinely serve the client, but because your compensation is never tied to those recommendations, you remain a trusted, unconflicted advisor first.

Lead end‑to‑end onboarding for enterprise clients, running multiple concurrent work streams (data migration, integrations, configuration, and training) across internal teams and client stakeholders. Build and maintain detailed project plans, enforce strict adherence to timelines and process, proactively manage risks and dependencies, and drive clients to their go‑live dates to reach fast time to value. Operate as the subject matter expert and trusted advisor throughout: adhere to internal SLAs, keep the open‑items and issues log current, maintain the project task list, lead data inspection to ensure an accurate data migration, and provide hands‑on go‑live support.

Serve as a training and business consultant, guiding clients to adoption of features and best practices that optimize Net Operating Income (e.g., dynamic pricing, revenue management, delinquency automation, revenue capture, targeted campaigns). Continuously assess adoption gaps and build tailored account plans to close them.

Act as the primary internal advocate for your assigned accounts. Run a disciplined Voice of the Customer practice that captures, structures, and prioritizes client feedback and feature requests, and be the internal champion for customer enhancements, carrying them through Product, Support, and leadership so the client’s voice shapes what Monument builds next. Articulate the value and business impact of each requested enhancement, track its status through delivery, and close the loop with clients when their features ship.

Own the Q  cadence for your portfolio. Continuously evaluate what each account needs most, then deliver high‑ROI QBRs (data‑driven narratives on adoption, performance, and business outcomes) that measurably increase product adoption and align clients on goals and priorities for the quarter ahead. Anchor each review in a client‑specific account plan built to optimize their NOI.

Establish baseline data collection during onboarding, then build and present clear, credible ROI analyses that quantify the business impact of each client’s Monument investment over time.