Customer Success Manager I, SMB

Overview

The Small Business Customer Success Manager (CSM) owns the end-to-end relationship for a fast-growing segment of Buildium’s customer base, focusing on driving adoption, retention, and long-term value for business owners and key decision-makers. This role requires a balance of scalable engagement and direct customer interaction, with full accountability for customer outcomes. The Small Business CSM acts as a strategic partner, helping customers achieve their business goals through effective use of the platform. Cross-functional collaboration is critical to ensure a seamless and impactful customer experience.

Responsibilities

• Own the full customer lifecycle for a high-volume portfolio, including post-onboarding support, adoption, value realization, and retention.
• Build relationships with business owners and decision-makers to understand goals and align Buildium solutions accordingly.
• Conduct customer calls and strategic check-ins to drive engagement and deepen product usage.
• Design and execute scalable outreach programs, including email cadences and educational content.
• Monitor customer health and proactively address risks through targeted interventions.
• Identify opportunities for expansion and increased product adoption within accounts.
• Analyze customer data and trends to inform engagement strategies and prioritization.
• Collaborate cross-functionally with Product, Support, Marketing, and Sales to improve customer outcomes.
• Maintain accurate CRM records and contribute to process improvements across the team.

Qualifications

• Minimum of 2+ years combined experience in Customer Success, Sales, or other revenue-driving customer-facing roles, ideally in software is required.
• Proven experience working with small business owners or senior decision-makers.
• Strong understanding of SaaS customer lifecycle and value realization.
• Ability to manage a high-volume book of business while maintaining ownership of customer outcomes.
• Experience conducting consultative conversations and aligning solutions to business goals.
• Strong analytical skills with the ability to interpret customer data and trends.
• Confidence navigating CRM platforms; Salesforce preferred.
• Excellent time management and organizational skills.
• Strong written, verbal, and interpersonal communication skills.
• Ability to manage customer expectations, objections, and complex conversations.
• Highly self-motivated, adaptable, and comfortable with ambiguity.
• Technically savvy with Microsoft Office Suite and Google Workspace.
• Previous real estate, property management, or similar experience is highly desirable.

Pay Range

USD $23.32 - USD $39.66 /Hr.