Customer Success Manager
About The Position
Uniti Real Estate is building an execution layer for the $393 trillion global real estate asset class, aiming to streamline operations that are currently fragmented across various tools and processes. The company is developing AI agents to automate front- and back-office workflows across multiple communication channels. This role focuses on owning customer relationships post-sale, ensuring their success with Uniti's AI agents and driving renewals and expansion. The position is crucial due to the rapid growth of the customer base and the need to retain and expand existing accounts across different real estate verticals.
Requirements
- 3-5 years in Customer Success, Account Management, or Strategic Partnerships at a SaaS or AI company.
- Strong understanding of the customer lifecycle from pilot through renewal and expansion.
- Experience owning commercial conversations.
- Proficiency with CRM (Salesforce, HubSpot), a BI tool, and Monday.com or similar.
- Analytical instinct to interpret adoption metrics and understand underlying issues.
- Track record of running ambiguous customer situations end-to-end, including scoping fixes and collaborating with internal partners.
Nice To Haves
- Real estate or multi-location operator experience.
- Experience operating, selling into, or supporting real estate operators.
- Operator background (worked at a real estate operator, property management company, or vertical SaaS serving them).
- Familiarity with PMS systems used by real estate operators.
- Prior work at an AI-native company with customer success ownership during early category growth.
- Startup experience.
Responsibilities
- Own the post-sale relationship for every operator on your book, including onboarding, adoption, renewal, and expansion.
- Partner with the Account Executive (AE) on a clean Sales-to-Implementation handoff.
- Run the kickoff and pilot phase alongside the Implementation Manager through go-live.
- Monitor agent performance and operator health weekly (call quality, response time, conversion, escalations) and surface risks before they become churn.
- Lead renewal conversations and identify expansion paths into additional agent families and channels.
- Own the commercial conversation, not just the relationship.
- Translate operator feedback into product insights for the Product and Engineering teams.
- Keep internal systems current (health scores, churn risk indicators, expansion forecasts, check-in cadence in Monday.com).
- Develop deep understanding of customer day-to-day operations by talking to operators and sitting in on calls.
- Share learnings with the team.
Benefits
- Full medical, dental, and vision coverage
- Flexible PTO
- Meaningful equity and responsibility
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
