Customer Success Manager
About RentvineRentvine is the fastest-growing property management software company in the industry, ranked #60 on the 2025 Inc. 5000 list. Our powerful, cloud-based platform helps property managers streamline operations, reduce manual work, and deliver a better experience for tenants and owners. Behind that innovation is a team-first culture that puts people at the center. We care deeply about building a company where smart, driven individuals can grow, feel supported, and do the best work of their careers. Our people aren't just part of our success—they're the reason for it.About The RoleWe’re looking for a Customer Success Manager to help build and scale the foundation of Customer Success at Rentvine.This is a hybrid “player + builder” role—you won’t just manage customers, you’ll help define how we do Customer Success. You’ll work closely with CS leadership to build systems, analyze customer data, and develop scalable playbooks, while also owning a portfolio of customers and executing those strategies in real time.You’ll play a key role in shaping our CS function through data analytics, system configuration, and hands-on experimentation—testing what works, refining it, and helping scale it across the team.This role is ideal for someone who wants to grow into CS leadership, Digital CS, or CS Operations roles over time.What You'll DoBuild & Scale Customer Success (The “Builder”)Help design and evolve customer health scoring modelsAnalyze churn risk and retention trends to inform strategyBuild dashboards and reporting to drive CS performanceImprove CS systems and workflows (HubSpot, Snowflake, etc.)Test, iterate, and refine scalable CS playbooks and motionsDrive Customer InsightsManage and analyze customer feedback (NPS, CSAT, surveys)Identify trends, risks, and growth opportunities in customer dataTranslate insights into actionable recommendations for the businessOwn Customer Outcomes (The “Player”)Manage a portfolio of accounts, including higher-risk or strategic customersPartner with CSMs on retention and risk mitigation strategiesExecute onboarding, renewal, and recovery effortsEngage directly with customers to drive adoption, value, and outcomesPilot and execute new CS plays before scaling them across the teamReporting & CollaborationReport to the Senior Director of Customer Success & SupportPartner cross-functionally with CS, Sales, Product, and SupportHelp translate CS strategy into execution through data and insightsContribute to company-wide retention and growth initiativesQualifications3–5+ years of experience in Customer Success, CS Ops, or similar rolesStrong analytical mindset with experience in reporting, dashboards, or data analysisExperience with CRM/CS tools (HubSpot, Planhat, ChurnZero, etc.)Ability to turn data into clear, actionable insightsConfidence engaging directly with customersA growth mindset with a desire to take ownership and buildComfort operating in a fast-paced, evolving environmentBonus: Property Management software or industry experienceWho You AreA builder who enjoys creating and improving systems and processesA hands-on operator who likes working directly with customersA curious problem-solver who uses data to guide decisionsA proactive self-starter who takes initiative and iterates quicklyA strong collaborator who works effectively across teamsSomeone motivated to grow into a future CS leaderWhat Success Looks Like (First 6 - 12 Months)Build and improve customer health scoring and reportingDeliver actionable insights that influence retention strategySuccessfully manage and improve outcomes for your book of businessTest and refine scalable CS playbooks and workflowsBecome a trusted partner across both CS strategy and executionWhy This Role Matters This role is critical to building a scalable, data-driven Customer Success organization.You’ll Directly ImpactVisibility into customer health and retentionHow we make decisions using customer dataThe systems and playbooks that power our CS team as we grow