Senior Customer Success Manager
About The Position
As a Customer Success Manager on the Developer Success Team, you’ll own a portfolio of real estate developer accounts and ensure each is getting the most out of Rabbet. Your focus will be on deep relationships, active adoption, clean renewals, and identifying expansion as customers add projects, teams, and workflows to the platform. You’ll join a team that cares about the quality of the work, the clarity of the communication, and the outcomes our customers actually need — accurate budgets, clean draws, and confidence when reporting to lenders and investors. This role is ideal for someone who thrives in a fast-paced environment and wants to make a direct impact on Rabbet’s growth and on the success of every developer in their book.
Requirements
- 5+ years of Customer Success or Technical Account Management experience in B2B SaaS environment
- Strong ability to build trust and become a trusted advisor to senior stakeholders
- Comfort with financial and operational workflows (budgets, forecasts, cost tracking); numbers don’t scare you
- Excellent written and verbal communication; you can explain complex ideas in plain language
- Strong technical aptitude; you learn new software quickly and enjoy showing others how to use it well
- A technical and operational mindset; you are comfortable building tools and processes that make you more productive and efficient
- Analytical and data-driven approach to spotting adoption patterns, risk, and growth opportunities
- High ownership mindset, resilience, and bias toward action
- Ability to operate effectively with minimal direction in a fast-paced environment
- Curiosity and openness to feedback; desire to continuously improve
Nice To Haves
- Experience working with real estate developers, construction, or commercial real estate is a plus (not required)
Responsibilities
- Own a portfolio of developer customers end to end: go-live, adoption, renewal, and expansion
- Build trusted relationships with champions, buyers, and change agents at each account
- Maintain a clear account plan for every customer with a defined strategy for adoption, retention, and growth
- Monitor how customers are using Rabbet — budgets, draws, anticipated cost reporting, portfolio oversight — and proactively surface ways to get more value
- Deliver tailored training and product guidance, meeting customers where they are
- Run business reviews that tie Rabbet usage to the outcomes customers care about: projects finishing on budget, cleaner draws, stronger investor and lender reporting
- Identify and close expansion opportunities
- Lead renewal conversations with confidence and prepare accounts well in advance
- Manage escalations, coordinate with Support, Implementation, and Engineering, and drive issues to resolution
- Partner with Product to translate developer feedback into clear, prioritized input for the roadmap
- Develop and activate customer advocates for case studies, references, and testimonials
- Accurately forecast renewals and expansion pipeline, and keep customer data current in our CRM
- Develop and execute one-to-many strategies to manage the scalability of your book of business
- Help define and scale customer success best practices across the organization
Benefits
- Competitive compensation with equity for all employees
- 401(k) with generous employer match
- Comprehensive medical, dental, and vision coverage
- Parental leave, flexible PTO (that we encourage you to use), and remote flexibility
- Investment in your professional growth and development
- A strong culture of learning, inclusion, and collaboration
- Affinity groups, monthly culture events, and weekly well-being chats
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
