Customer Success Manager (Coworking)

Uniti AI•New York City, NY

1d•Remote

About The Position

Uniti Real Estate is building the system of action for real estate, an execution layer for the world's largest asset class. We are experiencing 6x YoY growth and are tripling headcount this year. As a Customer Success Manager for coworking, flex, and office, you will own operator relationships, turning pilot programs into portfolio rollouts and expanding agent usage. This role is crucial for driving growth in the flex and office verticals, which have a high potential for account expansion through multi-location operators, brokerage relationships, and tenant rep networks. You will partner with Sales, Implementation, Product, and Engineering to ensure customer success and drive adoption of our AI agents.

Requirements

3-5 years of experience 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.
Proven experience owning commercial conversations, not just relationship management.
Comfort with standard SaaS tools: a CSP (Catalyst, Vitally, Gainsight) or CRM (HubSpot, Salesforce), a BI tool, and Monday.com or similar.
Analytical skills to interpret adoption and performance metrics and identify underlying issues.
Track record of managing ambiguous customer situations end-to-end, including problem identification, solution scoping, and cross-functional collaboration.
Ability to thrive in a high-growth, early-stage startup environment.
Demonstrated ability to take ownership of large, undefined problems and drive them to resolution.
Collaborative and independent work style, knowing when to pull in internal partners.
Customer-centric approach, prioritizing direct customer interaction and feedback.
Agile mindset, focusing on rapid iteration and improvement.

Nice To Haves

Coworking, flex, or office industry experience.
Experience operating, selling into, or supporting coworking brands, flex providers, or office operators.
Adjacent multi-location real estate experience (multifamily, self-storage, manufactured housing, senior living).
Operator background (worked at a coworking brand, flex provider, brokerage, or a vertical SaaS company serving these industries).
Familiarity with coworking and flex platforms (Nexudus, OfficeRnR, Optix, HqO) or office PMS systems (Yardi, Entrata, MRI).
Existing relationships in the flex and coworking community (operators, brokerages, tenant rep networks, industry groups like GCUC).
Prior experience at an AI-native company during a category's early growth phase.
Startup experience.

Responsibilities

Own the post-sale relationship for coworking, flex, and office operators, including onboarding, adoption, renewal, and expansion.
Partner with Account Executives for a smooth Sales-to-Implementation handoff, then manage the kickoff and pilot phase with the Implementation Manager through go-live.
Monitor agent performance and operator health weekly (call quality, response time, conversion rates, etc.) and proactively identify and mitigate churn risks.
Lead renewal conversations and identify opportunities for expansion into additional agent families and channels, owning the commercial aspect of these conversations.
Translate operator feedback into actionable product insights for the Product and Engineering teams.
Maintain internal systems (health scores, churn risk indicators, expansion forecasts, check-in cadence) for clear visibility into the customer book.
Develop a deep understanding of the day-to-day challenges faced by coworking, flex, and office operators through site tours and call observations.
Collaborate with the sales team on occasional outreach and closing of new accounts.