[Hiring] Director of Customer Success @ApartmentIQ

Role Description

As the Director of Customer Success for ApartmentIQ, this role will lead the team that owns retention, adoption, and renewal across our entire ApartmentIQ customer base, from high-volume SMB books to our most strategic enterprise relationships. You'll coach and develop a team of CSMs, set the operating rhythm that keeps every account healthy and every renewal on track, and help the team get ahead of churn before it starts. You will partner closely with Sales leadership so growth opportunities are surfaced and routed to the right seller, and you'll be the voice of the customer with Product, Support, and leadership. This is a seat that spans altitude: you'll be as comfortable joining a CSM on a tough renewal call or sitting across from a VP at one of our top accounts as you are building the forecast, the playbook, and the team that scales. You'll report to the SVP, CX.

What You'll Do

• Team Leadership & Development
  • Lead, coach, and develop a team of CSMs across SMB, Mid-Market, and Enterprise through regular 1:1s, call shadowing, and account reviews.
  • Hire and onboard great CSMs, and build bench strength for the team's next stage of growth.
  • Use the CS Career Framework to set clear expectations, run growth conversations, and give every CSM a visible path to the next level.
  • Set and support coverage standards across the book: engagement cadence, executive contacts, and success plans.
  • Set the standard for the relationship-building, judgment, and customer instincts you want to see across the team.
• Retention & Renewal Ownership
  • Own retention and renewal targets for the ApartmentIQ teams’ book of business, as well as the forecast behind them.
  • Run a proactive, visible renewal process so no renewal is a surprise.
  • Lead the IQ risk and retention rhythm (health scores, risk reviews, save plans).
  • Own the CS/Sales swim lanes with the Sales counterpart, making sure the team spots growth signals and routes them to the right seller.
• Customer & Executive Relationships
  • Stay close to our largest and most strategic accounts alongside their CSMs, building executive relationships and stepping in on high-stakes renewals and escalations.
  • Lead or join executive business reviews alongside CSMs.
  • Act as the escalation point for the team, helping them navigate complex, high-stakes conversations.
• Insight & Operations
  • Keep CRM data accurate and the health score trustworthy, and use both to report on book health, churn drivers, and retention trends to leadership.
  • Turn what the team hears into patterns (churn reasons, adoption gaps, product requests) and bring them to the people who can act on them.
  • Improve processes, playbooks, and tooling.
• Product & Technical Fluency
  • Maintain deep fluency across ApartmentIQ's full product suite (Market Survey, Explore, Daylight, Fees and future products).
  • Understand how our data is sourced and validated well enough to coach the team and engage sophisticated, methodology-focused buyers.
  • Make sure the team is enabled on new releases before customers ask about them.
• Cross-Functional Partnership
  • Partner with Implementation, Support, and the MavenAI CS team so onboarding, support, and CS feel like one continuous experience, including for customers who use both products.
  • Bring the voice of the customer into Product roadmap conversations.
  • Collaborate with Marketing on customer communication and advocacy.

Qualifications

• 10+ years in Customer Success, account management, or a related client-facing role in B2B SaaS.
• 5+ years leading CS teams, including hiring, coaching, and performance management.
• Proven track record owning retention and renewal targets for a book of business.
• Experience building relationships with VP- and C-suite-level stakeholders across complex, multi-stakeholder accounts.
• Multifamily, PropTech, or real estate experience preferred.
• Experience with data platforms or multi-product SaaS environments.
• Has built operating rhythms (forecasting, health scoring, risk reviews) and uses data to make decisions.
• Experience with Salesforce; Gainsight or Gong is a plus.
• A coach who raises the bar with warmth: sets clear expectations, gives direct feedback, and builds a team people want to be on.
• Comfortable building structure where it doesn't exist yet, and willing to get into the operational details.
• A collaborative partner to Sales, Product, Support, Implementation, and others.
• Bachelor's degree or higher.

Benefits

• Remote-First: We offer the freedom to work from home across most of the U.S. with flexibility and high-energy in-person offsites.
• Competitive Compensation: A competitive salary that reflects your impact and expertise.
• Paid Time Off: Flexible vacation policy and dedicated paid parental leave.
• Your Health Matters: High-quality Medical, Dental, and Vision insurance plans.
• Peace of Mind (On Us): 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance.
• Protection for Your Whole Crew: Access supplemental insurance and specialized coverage for pets.
• Invest in Your Future: 401k Program to help build for the long term.