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Manager of Customer Success | Housing

EliseAI· Customer Success
Apply on company site
New York City$170k - $190kFull-timePosted 7mo ago

About the role

You will work cross-functionally with key stakeholders across the business to retain revenue within our customer base. You are capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite.

Responsibilities

  • Lead and develop a high-performing team of CSMs through coaching, training, performance management, and structured professional development
  • Own customer outcomes across the lifecycle, including onboarding, product adoption, retention, and overall account health
  • Drive measurable customer impact, ensuring clients understand and can articulate the ROI of EliseAI within their organizations
  • Identify and mitigate churn risk by building and executing scalable playbooks informed by data and customer insights
  • Partner with Sales to drive growth, contributing to account strategy, expansion planning, and upsell opportunities
  • Run a weekly metrics review, using performance data to diagnose gaps and implement improvements across the team
  • Collaborate cross-functionally with Product and Engineering to drive adoption of new features and elevate client feedback into roadmap discussions
  • Build and scale onboarding and enablement programs for new CSM hires to support rapid team growth
  • Partner with Marketing (content/design) to develop client education programs, including webinars, training materials, and stakeholder enablement resources
  • Attract top-tier talent to join our driven team

Qualifications

  • Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup
  • 3+ years experience managing a customer success team
  • A track record in managing risk, forecasting, and identifying growth opportunities
  • Skilled in navigating cross-functional relationships within a high-growth SaaS environment
  • Excellent written and verbal communication skills
  • Strong sense of ownership and eagerness to build and define the customer success function
  • Ability to communicate candid, constructive feedback with your team
  • Strong customer-facing and presentation skills with the ability to establish credibility with executives
  • Willingness to work in person at our office 4-5 days a week

Skills

Required:Leadership and people managementCustomer success strategyRisk management and forecasting

Benefits

  • Equity in the company
  • Medical, Dental and Vision premiums covered at 100%
  • Fully paid parental leave
  • Commuter benefits
  • 401k benefits
  • Fitness & home services stipend to cover part of your expenses so you can focus on what matters
  • A collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office
  • Unlimited vacation and paid holidays
  • We\'ll cover relocation packages and make the move exciting, not painful!
Last updated Oct 14, 2026. Interested? Apply on the company site.

About EliseAI

Industry Leading AI for Housing and Healthcare

EliseAI is the industry-leading AI platform transforming both property management and healthcare through automation and conversational AI that help housing and healthcare organizations streamline communications and improve operational efficiency.

AIHealthcareHousingAutomation
Company profileWebsite

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