Customer Success Manager

Who we are

Suite Spot is a Prop Tech company transforming how residential real estate is managed and operated  award‑winning Maintenance and Capital SaaS solutions serve the top 50 multifamily property management operators in North America, across hundreds of thousands of units.

We move fast, ship real solutions, and measure ourselves by customer outcomes. We live by P.I.E. (Passion, Integrity, and Execution) and look for people who do the same.

Are you a strategic relationship builder who is passionate about understanding why customers buy software and helping them achieve their long‑term business goals? At Suite Spot, our Customer Success Manager (CSM) is the strategic advisor accountable for driving continuous value, retention, and growth across our client portfolio.

You will own the overarching Customer Success Journey, working side‑by‑side with an Onboarding Manager who handles technical project delivery, schedules, and implementation. Once a customer joins Suite Spot, you partner with key executive stakeholders to understand their business drivers, track their key performance indicators (KPIs), measure progress against their original business outcomes, and ensure they realize maximum ROI from our platform.

Crucially, you serve as the bridge between our customers' long‑term vision and our platform's evolution aligning strategic client objectives directly with our product roadmap.

We are seeking a talented, enthusiastic, and customer‑obsessed individual to join our growing team.

You are a consultative, business-minded customer success professional with executive‑level presentation skills and a data‑driven approach. You excel at uncovering a customer's strategic objectives, translating complex operational data into actionable insights, and building long‑term executive alignment. You thrive on turning software adopters into long‑term strategic partners and advocates.

• Drive the Customer Success Journey:
  Own the ongoing post‑onboarding strategy and relationship lifecycle, serving as the trusted advisor to executive sponsors and key decision‑makers.
• Objective Alignment & KPI Tracking:
  Deeply understand why each customer bought Suite Spot. Define customer success plans, establish baseline metrics, and continuously track progress against their core business objectives and target KPIs.
• Product Roadmap Alignment:
  Connect customer strategic priorities directly with Suite Spot's product roadmap. Act as a strategic partner to client executives by showcasing upcoming features, gathering input on strategic initiatives, and demonstrating how our product evolution supports their multi‑year business targets.
• Partner in Parallel with Onboarding:
  Work alongside the Onboarding Manager during implementation. While they manage project timelines, tasks, and go‑live readiness, you focus on stakeholder alignment, executive engagement, and success plan development.
• Value Realization & Executive Business Reviews (EBRs):
  Prepare and facilitate regular business reviews with client leadership to showcase platform ROI, quantify operational impact, review adoption health, and align on evolving business goals.
• Account Health & Risk Mitigation:
  Monitor overall account health indicators, proactively identify health risks or shifts in customer strategy, and lead mitigation plans to ensure long‑term retention.
• Strategic Adoption & Growth:
  Partner with customer champions to drive deep operational adoption, advocate for best practices, share relevant industry use cases, and identify opportunities for account expansion and recurring revenue growth.
• Customer Advocacy & Feedback:
  Champion the voice of the customer within Suite Spot, sharing strategic customer feedback with Product, Sales,…