Onsite Customer Success Manager (Multifamily)
About UsInternet Subway is a modern Internet Service Provider (ISP) laser-focused on delivering frictionless internet experiences to apartment communities. With a 100% fiber-optic network, a seamless onboarding and management platform, and direct property connectivity, we provide a journey to the internet unlike any other.The Role: Onsite Customer Success ManagerWe’re hiring a hybrid role that combines customer success ownership with hands-on field coordination and support across the multifamily communities we service. This role owns the end-to-end experience for our multifamily properties; from onboarding and activation through ongoing support, while ensuring successful execution of on-site work including installations, troubleshooting, and resident connectivity.Location: Hybrid / Remote (Richmond or Tidewater area preferred)This role is based out of our Richmond, VA office and operates in a hybrid capacity. Candidates located in the Richmond or Tidewater, Virginia areas are strongly preferred to support occasional in-person collaboration and regional property needs. Candidates outside these areas will also be considered. Travel to apartment communities across the East Coast will be required as needed.Key ResponsibilitiesCustomer Success & Relationship ManagementEnsure properties remain confident in their partnership with Internet SubwayMaintain proactive communication through regular check-ins and updatesMonitor account health and identify risks before they escalateAdvocate for property partners internally and ensure a high level of satisfactionField Support - Visit properties when necessary to assist with:activation readiness troubleshooting escalated issues validating service qualitySupport resident activations, move-ins, and service readinessEnsure properties have the resources they need for smooth resident connectivityCoordinate on-site work with property teams and leasing officesCross-Functional CoordinationWork closely with Project Management, Support, Sales, and OperationsEnsure smooth handoff from deployment through ongoing supportCommunicate field insights back to internal teamsMaintain accurate documentation in CRM and internal toolsWhat Success Looks LikeSmooth onboarding and activations with minimal issuesStrong relationships with property teamsFaster resolution of issues due to direct ownershipReduced escalations and improved customer satisfactionProperties that feel supported both remotely and on-siteWhat We’re Looking ForStrong communication and relationship-building skillsHighly organized with excellent follow-throughExperience working in multifamily, telecom, ISP, IT, or property management environmentsAbility to troubleshoot and solve problems in the field including category cable, fiber optics, routers and access points and Wi-Fi congestion/interference. XGS PON experience is a plus.Basic technical understanding of networking or telecom systemsWillingness to travel frequently to apartment communitiesWhy Join UsUnlimited PTOCompany vehicle use when travel is requiredRetirement savings plan with company match Opportunities for professional development and career advancement Comprehensive health, dental, and vision insuranceReady to grow with us? Apply now and join the Internet Subway team.