Customer Success Manager

Customer Success Manager – Multifamily

Department: Customer Success

Location: Lehi, Utah

Our Customer Success Team seeks a passionate, self‑motivated Customer Success Manager specializing in multifamily accounts. In this role, you will be customer‑obsessed and instrumental in collaborating with both new and existing multifamily customers to build upon our existing sales momentum and efforts.

• Lead end‑to‑end implementation projects, overseeing all phases from scoping and requirement gathering to solution design, technical deployment, and post‑launch optimization.
• Facilitate a structured onboarding process for new multifamily customers, ensuring comprehensive training on Brivo’s platform and guiding clients through each phase of the implementation to ensure successful adoption.
• Work closely with customers’ technical teams to integrate Brivo solutions into existing infrastructure, ensuring compatibility and performance optimization while addressing technical challenges and providing expert guidance.
• Continuously evaluate and refine the implementation playbook to streamline workflows and enhance efficiency, ensuring that customer deployments are scalable and repeatable.
• Act as a liaison between customers, sales, product, and support teams to ensure all stakeholder requirements are captured and addressed.
• Identify potential implementation risks early, proactively addressing challenges to avoid delays or disruptions.
• Utilize Salesforce, Jira, and other platforms to track project progress, analyze key performance indicators, and provide data‑driven recommendations for continuous improvement.
• Develop and manage comprehensive, customized success plans for high‑value accounts, clearly defining customer objectives, key milestones, and a joint path to achieving maximum value from our solutions.

• 3+ years of experience in implementation management, preferably in the multifamily or real‑estate tech industry.
• Proven track record in leading complex projects from inception through completion, managing multiple stakeholders, and meeting deadlines.
• Solid understanding of technical infrastructure, cloud‑based platforms, and system integration.
• Demonstrated ability to anticipate customer needs, adapt solutions to meet those needs, and provide exceptional support during and after the implementation phase.
• Strong proficiency in using CRM and project management tools (Salesforce, Jira, Asana).
• Outstanding verbal and written communication skills, with the ability to convey technical concepts to both technical and non‑technical audiences.
• Proactive, innovative mindset focused on improving implementation processes, enhancing customer experience, and ensuring operational excellence.

• Competitive medical, vision, and dental plans (including company‑offset premiums).
• 401(k) with company match.
• Paid Time Off policy.

Brivo is an equal employment opportunity employer and values diversity. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. If you require reasonable accommodations during the application or interview process, please inform us.