Customer Success Manager (Self-Storage)

Uniti AI•New York City, NY

8d•Remote

About The Position

Uniti Real Estate is the world's largest asset class, and the company is building an execution layer for real estate operations. Uniti is developing AI agents for front- and back-office workflows across various communication channels. The company has experienced 6x YoY growth and is tripling headcount. As a Customer Success Manager for self-storage, you will be responsible for operator relationships, ensuring renewals and driving expansion. This role is crucial as the self-storage sector is growing rapidly, and the success of these operators will fund future expansion into other verticals like multifamily and student housing.

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, not just relationship management.
Comfort with technology stack including a CSP (Catalyst, Vitally, Gainsight) or CRM (HubSpot, Salesforce), a BI tool, and Monday.com or similar.
Analytical instinct to interpret adoption and performance metrics.
Track record of managing ambiguous customer situations end-to-end, including problem identification, solution scoping, and internal partner coordination.

Nice To Haves

Self-storage industry experience strongly preferred.
Experience operating, selling into, or supporting self-storage operators.
Adjacent multi-location real estate experience (multifamily, manufactured housing, senior living).
Operator background (worked at a self-storage company, property management company, or vertical SaaS selling into one).
Familiarity with self-storage PMS systems (storEDGE, SiteLink, SSM, Storeganise).
Prior work at an AI-native company with customer success experience during early category growth.
Startup experience is a plus.

Responsibilities

Own the post-sale relationship for every self-storage operator, including onboarding, adoption, renewal, and expansion.
Partner with Sales for a smooth Sales-to-Implementation handoff, then manage the kickoff and pilot phase through go-live.
Monitor agent performance and operator health weekly (call quality, response time, conversion, escalations) 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.
Translate operator feedback into actionable product insights for the Product and Engineering teams.
Maintain internal systems with up-to-date information on health scores, churn risk, expansion forecasts, and check-in cadence.
Develop a deep understanding of the day-to-day challenges faced by self-storage operators through direct engagement and observation.
Share learnings and insights with the team.