Scaled Customer Success Manager | Housing
Listed on 2025-12-02
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IT/Tech
Technical Support, HelpDesk/Support
Tech Touch Customer Success Manager | Housing
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About EliseAI
Elise
AI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.
About EliseAI
Elise
AI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.
That’s the only kind of impact we are interested in having you get excited by the thought of working really hard on these kinds of problems, then Elise
AI is the right place for you.
About
The Role
Elise
AI is seeking a Tech Touch Customer Success Manager to scale and optimize customer engagement through technology and data-driven strategies. In this role, you will manage a high volume of accounts, leveraging tools like Plan Hat, Salesforce, Zendesk, and Gong to drive customer success. You’ll be responsible for maintaining strong relationships through scalable engagement strategies while also meeting with customers for critical touch points such as business reviews and key strategic discussions.
Your work will ensure customers achieve maximum value from Elise
AI’s products, blending automation with human interaction to deliver exceptional experiences.
Key Responsibilities
- Proactively manage a large portfolio of accounts, balancing automation and personal engagement to drive adoption, retention, and satisfaction
- Use platforms such as Plan Hat, Salesforce, Zendesk, and Gong to monitor customer health, automate workflows, and track success metrics. Hands-on experience with at least one of these tools is required
- Schedule and lead critical customer meetings, including Quarterly Business Reviews (QBRs), to address strategic goals, share insights, and strengthen relationships
- Design and implement scalable communication plans using tools like in-app messaging, email campaigns, and self-service resources to support customer success
- Analyze customer usage patterns to identify trends, predict risks, and develop targeted strategies for improvement
- Partner with implementation teams to deliver efficient onboarding processes, using automated playbooks to set customers up for long-term success
- Develop self-service resources such as training videos, help guides, and FAQs to empower customers and reduce friction in their workflows
- Serve as the voice of the customer within Elise
AI, sharing actionable feedback with Product, Engineering, and other internal teams to inform roadmap decisions - Monitor customer health metrics to address underperformance early and mitigate churn risks
- Attract top-tier talent to join our driven team
- 2+ years of experience in a SaaS Customer Success role, ideally with a focus on managing a high volume of accounts
- Hands-on experience with customer success tools such as Plan Hat, Gainsight, Churn Zero, Totango, or similar platforms is required
- Proven ability to lead critical customer meetings, including QBRs and strategic touch points
- Strong analytical skills with the ability to interpret data and drive actionable strategies
- Excellent written and verbal communication skills, with the ability to distill technical concepts for non-technical stakeholders.
- Experience balancing scalable, technology-driven engagement with personal…
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