Customer Success Manager, Entrata

• Proven ability to drive measurable customer outcomes and long-term account success within a SaaS or technology environment
• Demonstrated experience leveraging AI tools or technologies in a professional setting (e.g., automation, data analysis, or agentic workflows) to drive measurable improvements in efficiency or outcomes
• Demonstrated experience managing complex client relationships and competing priorities in a structured, organized manner
• Ability to navigate ambiguity with sound judgment, professionalism, and accountability
• Strong written and verbal communication skills, with the ability to translate complex concepts into clear, actionable insights
• Effective prioritization and time management skills in a fast-paced, dynamic environment
• Experience building and maintaining relationships with both internal stakeholders and external clients
• Ability to operate effectively in evolving environments with shifting priorities
• Willingness to travel domestically as needed to support client and business needs

Desirable

• As a Customer Success Manager at Entrata, you will own the success and retention of a portfolio of customers using our platform
• You will build trusted relationships with key stakeholders, partner cross-functionally to drive outcomes, and ensure customers realize measurable value
• This role requires strong ownership, the ability to manage multiple priorities, and consistent execution from onboarding through ongoing engagement
• In this Affordable Housing-focused role, you will support some of our largest property management customers with complex, affordable housing portfolios, acting as a strategic partner to help them navigate operational challenges and maximize the impact of the Entrata platform
• Manage a portfolio of affordable housing clients, driving adoption, retention, and measurable outcomes
• Lead regular business reviews to assess performance, identify gaps, and deliver actionable recommendations
• Partner with Product and Engineering to communicate customer needs and influence roadmap priorities
• Collaborate with Support to ensure timely resolution of issues and a strong customer experience
• Guide customers post-implementation toward operational maturity and self-sufficiency
• Develop and execute success plans in partnership with Sales to support retention and expansion
• Educate customers on platform capabilities, releases, and self-service resources to increase utilization
• Identify operational and system risks, and proactively recommend solutions to mitigate impact
• Represent the voice of the customer in cross-functional forums, including sprint reviews
• Maintain deep expertise in Entrata’s platform, with a focus on affordable housing workflows and configurations