VP of Customer Success

Piñata makes rent rewarding. We turn the biggest bill renters pay into rewards, credit building and financial services. Property management companies use Piñata to give residents rent credit reporting, rewards, renters insurance programs,  protection and resident benefits, all of which help them lease faster, keep residents longer and earn new ancillary revenue. Piñata is embedded in 4 of the 6 largest property management software platforms and works with hundreds of property management companies directly.

Piñata makes rent rewarding. We turn the biggest bill renters pay into rewards, credit building and financial services. Property management companies use Piñata to give residents rent credit reporting, rewards, renters insurance programs,  protection and resident benefits, all of which help them lease faster, keep residents longer and earn new ancillary revenue. Piñata is embedded in 4 of the 6 largest property management software platforms and works with hundreds of property management companies directly.

We're hiring a VP of Customer Success to own our direct property management company (PMC) business after the sale: onboarding, account health, retention and expansion. You'll personally own a book of business, a named set of PMC accounts you carry a retention and expansion number on, while leading a small, hands-on team that covers the rest of our hundreds of PMCs, from single-portfolio operators to large multifamily owners.

This is a customer and revenue role, not an integration role. Our partnerships team handles software platform integrations. Your job is to get PMCs live quickly and correctly, make sure every resident who should be enrolled is enrolled, keep each account healthy and accurately billed, and grow the book through upsells and new properties.

• Own the path from closed-won to live: order form handoff, PMS setup (Yardi, App Folio, Entrata, Buildium and others), rent roll intake, resident enrollment and billing setup with finance.
• Make sure every new PMC is fully verified before it goes live. That means collecting business documentation and the data credit bureaus require, and completing every credentialing step on time.
• Shorten time-to-live and time-to-first-report, and document the playbook so it runs without you.

• Build and run an account health scorecard covering resident enrollment and activation, units live versus units billed, payment status, product usage, support volume and renewal risk.
• Own gross revenue retention. Spot at-risk accounts early, run save plays, and handle ownership changes, portfolio sales and churn cleanly.
• Keep the book accurate: what's live, what's billed and what's reported to the bureaus should always match. Partner with finance on invoicing, autopay, collections and revenue reviews.
• Be the senior escalation point for PMC executives, including resident issues, insurance program questions and compliance requests.

• Own net revenue retention: new properties and units from existing customers, plus upsells into premium rewards, renters insurance,  protection and resident benefits packages.
• Run expansion pipeline in Hub Spot and forecast it monthly alongside new-logo sales.
• Turn healthy accounts into references, case studies and referrals.

• Own your own book of business end to end: onboarding, renewals and upsells. You're measured on its revenue retention and expansion, alongside the team's.
• Lead and coach a small team of CSMs, several of whom also carry expansion targets.
• Build the systems that let a small team cover hundreds of accounts well:
  Hub Spot hygiene, health alerts, renewal and Q  cadences, and automation and…