Customer Success Manager, Affordable Housing

Manage a portfolio of affordable housing clients, driving adoption, retention, and measurable outcomes.

Lead regular business reviews to assess performance, identify gaps, and deliver actionable recommendations.

Partner with Product and Engineering to communicate customer needs and influence roadmap priorities.

Collaborate with Support to ensure timely resolution of issues and a strong customer experience.

Guide customers post-implementation toward operational maturity and self-sufficiency.

Develop and execute success plans in partnership with Sales to support retention and expansion.

Educate customers on platform capabilities, releases, and self-service resources to increase utilization.

Identify operational and system risks, and proactively recommend solutions to mitigate impact.

Represent the voice of the customer in cross-functional forums, including sprint reviews.

Maintain deep expertise in Entrata’s platform, with a focus on affordable housing workflows and configurations.

Proven ability to drive measurable customer outcomes and long-term account success within a SaaS or technology environment

Demonstrated experience leveraging AI tools or technologies in a professional setting (e.g., automation, data analysis, or agentic workflows) to drive measurable improvements in efficiency or outcomes

Demonstrated experience managing complex client relationships and competing priorities in a structured, organized manner

Ability to navigate ambiguity with sound judgment, professionalism, and accountability

Strong written and verbal communication skills, with the ability to translate complex concepts into clear, actionable insights

Effective prioritization and time management skills in a fast-paced, dynamic environment

Experience building and maintaining relationships with both internal stakeholders and external clients

Ability to operate effectively in evolving environments with shifting priorities

Willingness to travel domestically as needed to support client and business needs

5+ years of experience in affordable housing or property management, with exposure to programs such as LIHTC, Section 8, Public Housing, HOME, or Rural Housing

Experience working with enterprise or mid-market clients in a customer-facing role (CSM, Account Management, or Implementation)

Strong analytical and problem-solving skills, with a data-driven approach to decision-making

Ability to synthesize complex information and present it clearly to diverse audiences

Demonstrated ability to influence stakeholders and drive alignment across cross-functional teams

Familiarity with property management software (Entrata, Yardi, AppFolio, or similar platforms)

Willingness to travel up to 15% as needed