Customer Success Manager

About us

Founded in Melbourne, Australia in 2011 with a team of two, Equiem is now the world’s leading end-to-end tenant engagement platform for commercial real estate. Our clients include some of the biggest and best-known landlords and managing agents. With teams in Australia, USA, UK and Europe, our technology (mobile and web apps) and Engagement services help landlords breathe life into their buildings.

We activate ‘space’ and provide the channels in which to manage it. We’re established and we’ve worked hard to retain the best aspects of our start-up culture. This means every individual has a voice, enjoys great autonomy, and is able to make a genuine impact on our business. We’re in the business of helping our clients provide the best workplace experience possible, and we practise what we preach!

We’re seeking a strategic, high-touch Customer Success Manager to own a portfolio of customers in North America. Acting as a trusted advisor, you’ll guide customers from onboarding through long-term value realisation, driving adoption, retention, and expansion. You’ll work closely with Account Managers, Product, and cross-functional teams to ensure customers achieve measurable outcomes, realise ROI, and fully capture the broader value of our platform.

This is a hands‑on, consultative role with white‑glove customer engagement at its core. Reporting to the Global Head of Customer Success, based in Europe, this role offers the flexibility to work from home in the US East Coast (Atlanta preferred) 100% of the time. Some local and interstate travel will be required.

• Lead seamless onboarding:
  Guide customers through onboarding, including end‑user launch, ensuring early adoption and value realisation.
• Maintain customer health:
  Proactively monitor engagement, adoption, and satisfaction throughout the lifecycle.
• Drive measurable outcomes for customers:
  Define, track, and deliver on success metrics via success plans and strategic business reviews that demonstrate tangible business value to the customer.
• Act as a strategic advisor:
  Align platform capabilities to customer objectives and success plans to help them achieve their objectives.
• Identify and execute feature upsells:
  Own opportunities to expand platform usage and unlock additional value for customers.
• Leverage data for strategic decisions:
  Use platform analytics and customer insights to identify opportunities, mitigate risks, and inform decisions that benefit the customer.
• Deliver impactful enablement:
  Design and run trainings and workshops that accelerate adoption and maximise the customer’s ability to achieve their objectives.
• Represent the voice of the customer:
  Gather insights and feedback to inform product strategy and internal decisions.
• Foster customer advocacy:
  Generate and share success stories and references that showcase the customer’s outcomes and value realised.
• Support Account Managers:
  Provide guidance, insights, and strategic input for renewals and site expansion.

• Fast Time to Value:
  Customers onboard efficiently and achieve measurable outcomes within the first three months post‑launch.
• High Adoption & Engagement:
  Strong, consistent platform usage across the portfolio, including feature adoption and engagement aligned to defined success criteria.
• Customer Health &
  
  Risk Management:
  
  Customer health is proactively monitored, with risks identified and addressed early to protect outcomes.
• Outcome‑Driven Success Planning:
  Success plans are actively executed and reviewed through regular Strategic Business Reviews and other customer touchpoints, ensuring alignment to customer objectives and measurable business impact.
• Customer Satisfaction & Advocacy:
  Positive customer sentiment reflected in NPS and CSAT, with growing advocacy through references and success stories.
• Retention & Expansion:
  Strong renewals supported by value‑led identification and execution of feature upsell and portfolio growth opportunities.

Experience:

3–5+ years in Customer Success, Account Management, Community Management, or other client‑facing roles in SaaS or property/commercial real estate industries. Experience leading SaaS…