Customer Success Manager

HqO • Boston, MA

22h • $100,000 - $130,000 • Hybrid

About The Position

We’re hiring a Customer Success Manager (REX Consultant) to own a book of business comprising some of the world’s largest commercial real estate portfolios. This role is responsible for the full customer lifecycle—from launch and adoption through renewal and growth. It combines strategic account ownership with hands-on execution, partnering with portfolio stakeholders and on-site teams to drive measurable customer outcomes. Internally, you will collaborate closely with Sales, Marketing, and Product to ensure the HqO vision is consistently delivered across the platform.

Requirements

• 4+ years of experience in Customer Success, Account Management, or a customer-facing role in a SaaS or commercial real estate environment
• Proven experience owning customer relationships, including renewals and expansion
• Strong ability to manage both strategic portfolio conversations and operational execution
• Comfortable presenting account plans, performance insights, and renewal strategies to stakeholders
• Highly data-driven, with the ability to translate insights into actionable strategies
• Excellent communication skills across multiple stakeholder levels, from on-site teams to executives
• Strong problem-solving skills with the ability to operate in ambiguity and drive outcomes
• Experience driving product adoption and influencing customer behavior
• Highly organized and detail-oriented, with strong prioritization skills
• Proficiency with HubSpot (or similar CRM tools)

Nice To Haves

• CRE experience preferred

Responsibilities

• Partner with Sales to own the end-to-end customer lifecycle, including onboarding, adoption, renewal, and expansion
• Build and execute 12-month account plans aligned to customer business objectives
• Lead renewal conversations, proactively managing churn risk and securing on-time renewals
• Serve as the primary relationship owner for portfolio stakeholders and decision-makers
• Identify, qualify, and advance expansion opportunities in partnership with Sales
• Maintain accurate account health, contract details, and risk indicators to inform strategy and forecasting
• Operationalize the REX Methodology (Activate, Engage, Orchestrate, Understand, Monetize) across assigned buildings
• Translate strategy into repeatable, day-to-day execution with on-site teams
• Ensure consistent delivery of tenant experience programming and engagement initiatives
• Obsessively monitor product usage and engagement to drive meaningful feature adoption
• Analyze tenant health signals (usage, engagement, sentiment) to identify risks and opportunities
• Develop and implement strategies that improve tenant satisfaction, retention, and lifetime value
• Act as a trusted advisor to both on-site operators and portfolio stakeholders
• Coach customers on best practices for tenant experience, engagement strategy, and lifecycle management
• Present data-driven insights and recommendations that tie platform usage to business outcomes
• Partner with Product, Marketing, and Sales to deliver cohesive customer solutions
• Collaborate with internal stakeholders to align on account strategy, priorities, and growth opportunities
• Liaise with third-party vendors during onboarding and adoption phases

Benefits

• Comprehensive medical, dental & vision plans for you and your dependents
• Fully paid parental leave (12 weeks), in addition to state and federal leave standards
• Pre-tax commuter benefits for qualified travel expenses
• Access to professional development tools, like free membership to LinkedIn Learning (thousands of expert-led courses)
• In-Office First Culture: Employees are in-office Tuesday, Wednesday, and Thursday
• Unlimited time off to recharge

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees