Client Success Manager

INHABIT IQ•Knoxville, TN

1d•Onsite

About The Position

The Success Manager role at Inhabit is a strategic position focused on driving client satisfaction, maximizing product adoption, and ensuring long-term retention within the SaaS B2B short-term vacation rental industry. This role serves as a trusted advisor to clients, guiding them through the client journey starting from onboarding through ongoing engagement, while proactively identifying opportunities for growth and mitigating churn risks. This role will span across all product offerings within the Short-Term Division at Inhabit including but not limited to: Property Management, Insurance, Digital Marketing Services, Payments, and Revenue Management. By leveraging data-driven insights, health scoring models, and collaborative success planning, the Success Manager plays a critical role in delivering exceptional client experiences and contributing to overall business growth. Aligned with Inhabit’s core values of integrity, innovation, collaboration, and client-centricity, this role ensures every interaction reflects our commitment to building trust, fostering creativity, and driving meaningful outcomes for our clients and partners.

Requirements

4+ years client experience or client success roles within SaaS
Track record of scaling client product adoption
Experience building lifecycle strategies that drive product adoption and reduce churn.
Data-driven mindset.

Nice To Haves

Strong understanding of the short-term rental or property management tech ecosystem is a plus.
Experience with cross-functional collaboration, especially with Account Management, Product and Sales.

Responsibilities

Maintain a client health scoring framework to identify churn risks and enable predictive insights for proactive engagement.
Execute success plans tailored to client objectives and business outcomes.
Participate in Quarterly and Executive Business Reviews (QBRs/EBRs) to showcase value and strengthen client relationships.
Monitor product usage and health metrics to drive adoption and optimize client experience.
Conduct proactive outreach to maintain engagement and address potential issues before escalating.
Drive activation of product features to maximize client value and ROI.
Manage escalations across business units, ensuring timely resolution and client satisfaction.
Own the full post-sale client lifecycle: support, operations, and retention.
Drive KPIs such as CSAT, churn, and time-to-value.
Execute scalable strategies to serve clients of varying sizes and complexities (SMB to enterprise).
Participate in feedback loops between client-facing teams including but not limited to: Product, Sales, Account Management, Onboarding and Engineering.