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.