Customer Success Manager - Commercial Real Estate

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Success Manager - Commercial Real Estate based in the United States.As a Customer Success Manager, you will play a key role in managing strategic customer relationships and driving business growth across a portfolio of leading commercial real estate owners.

You will be responsible for increasing product adoption, expanding service deployments across multiple properties, and delivering seamless digital access experiences for tenants. Acting as a trusted advisor to property managers, asset managers, and technology partners, you will oversee customer onboarding, product launches, renewals, and long-term account success. You will also identify opportunities to expand existing partnerships and strengthen engagement across global real estate portfolios.

Through regular customer meetings, on-site events, and cross-functional collaboration, you will help maximize customer satisfaction and business value. This is an exciting opportunity to contribute to the evolution of connected access technology within a dynamic, technology-driven environment.

• Strategic Account Management:
  Manage and develop relationships with an assigned portfolio of commercial real estate accounts, ensuring strong customer engagement, satisfaction, and long-term partnership growth.
• Account Expansion & Revenue Growth:
  Drive product adoption and expansion across property owner portfolios and individual buildings by identifying opportunities to increase platform usage and extend services to additional locations.
• Tenant Adoption Initiatives:
  Lead initiatives that enable digital wallet credentials for tenants across managed properties, supporting seamless access experiences and broader adoption of connected access solutions.
• Tenant Expansion Programs:
  Manage tenant expansion initiatives, including Street-to-Seat programs, to extend digital access capabilities throughout assigned commercial real estate accounts.
• Customer Renewals & Retention:
  Lead landlord renewal initiatives in collaboration with internal teams, ensuring timely contract renewals, strong retention rates, and consistently high customer satisfaction.
• Strategic Partner Engagement:
  Establish and maintain relationships with key industry partners and technology providers, including CRE partners, HID, Allegion, Wavelynx, Apple, and Google.
• Stakeholder Relationship Management:
  Serve as the primary point of contact for property managers, asset managers, and operational teams, while supporting senior-level corporate relationships alongside company leadership when needed.
• Customer Meetings & Engagement:
  Conduct approximately 8–10 customer meetings per week, prioritizing in-person interactions to strengthen relationships, understand customer needs, and identify growth opportunities.
• Events & Product Launches:
  Organize and coordinate on-site property events, product launches, and tenant activation initiatives, representing the organization at important customer and partner functions.
• Sales Pipeline Management:
  Maintain accurate and up-to-date pipeline records, tracking account activities, renewal opportunities, customer expansion initiatives, and potential business growth.
• CRM & Reporting:
  Regularly update Salesforce and other internal systems with account interactions, meeting outcomes, customer developments, and pipeline progress.
• Cross-Functional Collaboration:
  
  Work closely with sales, product, and customer success teams to align account strategies, coordinate execution, resolve customer challenges, and deliver a consistent customer experience.

• At least 5 years of professional experience in account management, customer success, or business development.
• Previous experience in Prop Tech, commercial real estate, SaaS, or related technology-driven industries is strongly preferred.
• Demonstrated success managing enterprise-level accounts, complex customer relationships, or multi-site portfolios.
• Strong understanding of commercial real estate environments and experience working with property owners, property managers, asset managers, and other industry stakeholders.
• Proven ability to develop strategic customer relationships, identify expansion opportunities, and drive product adoption across multiple accounts or locations.
• Experience managing customer renewals, retention initiatives, and long-term account growth.
• Excellent interpersonal, communication, and…