Customer Success Manager

Vantaca + HOAi • Wilmington, NC

4d • Hybrid

About The Position

Vantaca is seeking a Customer Success Manager (CSM) to join their team. As a CSM, you will be the frontline of customer value, responsible for retention, product adoption, and value realization. This role requires deep product fluency, onsite presence when necessary, and a genuine understanding of the community association management industry. You will proactively identify customer needs, anticipate challenges, and guide customers on how to best utilize the Vantaca platform to achieve their business goals. You will also serve as the most credible voice on the platform's future and how customers can leverage it to stay ahead. The ideal candidate is curious about software, comfortable navigating complex platforms, and confident in their ability to advise and consult with customers.

Requirements

• 3+ years in Customer Success, Account Management, or a customer-facing role at a B2B SaaS company—with a real track record of driving adoption and outcomes, not just maintaining relationships.
• Demonstrated product fluency: you're the person who actually reads release notes, learns new features before customers ask about them, and can navigate a complex platform to help someone who's stuck.
• Comfort with basic troubleshooting—you don't need to write code, but you can work through product issues methodically and know when you're at the boundary of what you should solve yourself.
• Strong onsite presence: comfortable walking into a customer's office, facilitating a working session with their team, and translating what you observe into a concrete improvement plan.
• Exceptional communication—written, verbal, and in-room; you can present to a front-line manager and to a CEO in the same day and calibrate appropriately.
• High organizational discipline: you manage a portfolio, which means a lot of moving pieces. You prioritize ruthlessly and nothing falls through the cracks.
• Active AI Fluency: you're not waiting for someone to explain AI to you—you're already utilizing AI tools in your day-to-day, and you're excited about what it means for our customers.
• Willingness to travel up to 25%, with the judgment to know when an onsite visit is worth it.
• Bachelor's degree or equivalent experience in business, operations, communications, or a related field.

Nice To Haves

• Experience in PropTech, FinTech, or community/property management is a plus—not a requirement if you're a fast learner with strong industry curiosity.

Responsibilities

• Drive deep, workflow-level adoption of the Vantaca platform across your portfolio—not just login rates, but meaningful utilization of the features that drive customer outcomes.
• Troubleshoot common product friction points directly with customers; know the platform well enough to diagnose simple issues, walk customers through workarounds, and determine when to escalate to Support or Product.
• Proactively identify underutilized features and lead customers through adoption in a way that connects to their specific business operations.
• Stay current on the product roadmap and new releases; communicate and demo new capabilities to customers in ways that resonate with how they work.
• Own relationships at multiple levels of the customer organization—from day-to-day admins to executive sponsors.
• Customer goals become your goals. You’re ultimately building a long-term success partnership where customers trust you to guide them forward.
• Go onsite when it matters: conduct workflow discovery sessions, observe how teams use the platform in practice, and use what you learn to build smarter success plans.
• Deliver clear, action-oriented communication and follow-ups that drive accountability on both sides.
• Facilitate business reviews that connect platform usage data to customer KPIs and ROI—not generic QBRs, but conversations that demonstrate you understand their business.
• Own logo and net revenue retention for your portfolio as the primary success metric.
• Partner with Account Management on expansion opportunities identified through your proximity to the customer.
• Monitor and report on customer health scores proactively; surface risk early and execute turnaround plans before renewals become conversations.
• Serve as the voice of the customer internally—bring customer feedback, friction points, and product requests to Product and Development with context and business impact.
• Develop genuine expertise in community association management operations—understand how management companies are structured, how they get paid, what makes them efficient, and where Vantaca fits.
• Stay ahead of the AI capabilities being embedded in the platform and help customers understand and adopt them.
• Participate in industry events, user groups, and customer communities as a credible Vantaca voice.

Benefits

• Medical, Dental, and Vision kick in day one
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year)
• 401K with Company Match
• Great parental leave benefits
• Ongoing industry and professional development trainings available to all employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level