Manager, Customer Success - Property

SOCi

22d•$100,000 - $130,000•Remote

About The Position

SOCi is seeking an experienced Manager of Customer Success to coach and support a team of Customer Success Managers (CSMs) in delivering consistent, high-quality customer experiences. The role provides day-to-day team leadership, reinforces best practices, and helps ensure customers realize value from their SOCi investment. It oversees customers in Multifamily Property Management, where experience managing large property-management customer relationships is critical. The manager guides CSMs through the unique dynamics and complexity of these customer relationships and works cross-functionally to coordinate execution across the customer journey, resolve issues, and support customer health, adoption, and retention. This is a 100% remote opportunity. SOCi expects to pay a base salary of $100,000–$130,000 USD, plus bonuses or commission. Individual pay within the range depends on job-related skills, experience, and relevant education or training. SOCi provides AI-powered marketing solutions for multi-location businesses. Founded in 2012, the company serves nearly 1,000 brands and is backed by strategic investors. Its proprietary Genius AI™ and Genius Agents™ are designed to automate and optimize local marketing tasks across locations.

Requirements

1–2 years of people-management or team-lead experience.
5+ years of Customer Success experience.
Experience working with or directly within the multifamily property industry, with a strong understanding of its dynamics, stakeholders, and operational requirements.
Strong analytical, organizational, and problem-solving skills.
Ability to collaborate cross-functionally to resolve issues and improve the customer experience.
Strong interpersonal and consultative communication skills.
A track record of coaching, developing, and supporting team performance.
Ability to work 100% remotely.

Responsibilities

Manage, coach, and develop a team of Customer Success Managers, providing clear expectations, feedback, and operational guidance.
Monitor team performance across KPIs related to retention, adoption, engagement, and customer satisfaction.
Support CSMs in developing and executing Success Plans that help customers achieve outcomes and mitigate risk.
Guide CSMs in maintaining strong, multi-threaded account relationships and serving as trusted customer advisors, including when navigating property mergers and acquisitions and changing industry regulations.
Guide the team in supporting high-volume, high-impact Property accounts through clear processes, repeatable playbooks, and strong cross-functional alignment.
Partner with sales, implementation, support, and product teams to align on initiatives and provide a cohesive customer experience.
Help manage customer escalations by coordinating with internal teams to ensure timely communication and resolution.
Adapt to changes in the job description as needed by the business and perform other assigned duties.