ManageCasa Inc.
Customer Success Manager
Managed by
ManageCasa Inc.
About ManageCasa:
ManageCasa is an all‑in‑one property management software built for HOAs, community associations, and rental property managers. We help property professionals streamline accounting, communication, operations, and resident services, backed by unmatched human support and AI‑powered technology.
Location:
San Francisco, CA (HQ)
Position Summary We are looking for a proactive, metrics‑driven Customer Success Manager (CSM) to own the entire customer lifecycle from onboarding and adoption to renewals, upsells, and advocacy. You’ll be the trusted partner who ensures customers achieve their goals with ManageCasa, while driving measurable outcomes in retention, expansion, and customer satisfaction.
Key Responsibilities
Onboard new customers: guide through setup, data migration, implementation; provide tailored training and resources; customize onboarding based on segment; partner with Sales and Support to deliver seamless handoff.
Build and maintain strong relationships with key stakeholders; conduct regular check‑ins, QBRs/EBRs, and success reviews; act as main point of contact for strategic accounts.
Drive product adoption and engagement: monitor product usage, proactively address low engagement, drive adoption of features aligned with customer goals, educate on new features, integrations, best practices.
Customer retention & renewals: identify early churn risks and resolve them; own renewal conversations in collaboration with Sales; maintain and improve NRR across accounts.
Upsell & expansion: identify upsell and cross‑sell opportunities; partner with Sales to present and close opportunities; ensure customers see increasing ROI and value over time.
Advocacy & feedback: encourage testimonials, referrals, case studies; gather and share feedback to influence product roadmap; represent voice of customer across internal teams.
Data monitoring & reporting: track health scores, usage trends, satisfaction metrics in HubSpot CRM; report on retention, churn, upsell performance; prioritize engagement and outreach.
Support coordination: escalates technical issues, ensures timely resolution; bridge communication between customers, support, engineering; ensure smooth low‑friction support journey.
Success Metrics
Net Revenue Retention (NRR)
Customer Churn Rate
Customer Health Score
Customer Lifetime Value
Product Usage & Adoption Rates
Net Promoter Score (NPS)
Time to Value
Qualifications
3+ years in Customer Success, Account Management, or related SaaS role.
Proven track record in retention, renewals, or upsells.
Excellent communication, relationship‑building, and negotiation skills.
Highly organized with strong problem‑solving abilities.
Proficiency with CRM tools (HubSpot preferred).
Knowledge of property management or accounting software a plus.
Comfortable working in a fast‑paced startup environment.
Why Join ManageCasa?
Competitive salary + performance‑based commission on upsells/renewals.
Be part of a fast‑growing SaaS company transforming property management.
Formal onboarding program and ongoing career development.
Collaborative team culture with clear growth paths.
Opportunity to make a real impact on customer success and company growth.
Salary: $80,000‑$110,000 (plus commission). Location: San Francisco, CA.
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ManageCasa Inc.
About ManageCasa:
ManageCasa is an all‑in‑one property management software built for HOAs, community associations, and rental property managers. We help property professionals streamline accounting, communication, operations, and resident services, backed by unmatched human support and AI‑powered technology.
Location:
San Francisco, CA (HQ)
Position Summary We are looking for a proactive, metrics‑driven Customer Success Manager (CSM) to own the entire customer lifecycle from onboarding and adoption to renewals, upsells, and advocacy. You’ll be the trusted partner who ensures customers achieve their goals with ManageCasa, while driving measurable outcomes in retention, expansion, and customer satisfaction.
Key Responsibilities
Onboard new customers: guide through setup, data migration, implementation; provide tailored training and resources; customize onboarding based on segment; partner with Sales and Support to deliver seamless handoff.
Build and maintain strong relationships with key stakeholders; conduct regular check‑ins, QBRs/EBRs, and success reviews; act as main point of contact for strategic accounts.
Drive product adoption and engagement: monitor product usage, proactively address low engagement, drive adoption of features aligned with customer goals, educate on new features, integrations, best practices.
Customer retention & renewals: identify early churn risks and resolve them; own renewal conversations in collaboration with Sales; maintain and improve NRR across accounts.
Upsell & expansion: identify upsell and cross‑sell opportunities; partner with Sales to present and close opportunities; ensure customers see increasing ROI and value over time.
Advocacy & feedback: encourage testimonials, referrals, case studies; gather and share feedback to influence product roadmap; represent voice of customer across internal teams.
Data monitoring & reporting: track health scores, usage trends, satisfaction metrics in HubSpot CRM; report on retention, churn, upsell performance; prioritize engagement and outreach.
Support coordination: escalates technical issues, ensures timely resolution; bridge communication between customers, support, engineering; ensure smooth low‑friction support journey.
Success Metrics
Net Revenue Retention (NRR)
Customer Churn Rate
Customer Health Score
Customer Lifetime Value
Product Usage & Adoption Rates
Net Promoter Score (NPS)
Time to Value
Qualifications
3+ years in Customer Success, Account Management, or related SaaS role.
Proven track record in retention, renewals, or upsells.
Excellent communication, relationship‑building, and negotiation skills.
Highly organized with strong problem‑solving abilities.
Proficiency with CRM tools (HubSpot preferred).
Knowledge of property management or accounting software a plus.
Comfortable working in a fast‑paced startup environment.
Why Join ManageCasa?
Competitive salary + performance‑based commission on upsells/renewals.
Be part of a fast‑growing SaaS company transforming property management.
Formal onboarding program and ongoing career development.
Collaborative team culture with clear growth paths.
Opportunity to make a real impact on customer success and company growth.
Salary: $80,000‑$110,000 (plus commission). Location: San Francisco, CA.
#J-18808-Ljbffr