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Customer Success Manager

Role Summary

Respage is seeking a client-facing Customer Success Manager who can own relationships with property management clients end-to-end-from signed order through kickoff, rollout, and ongoing day-to-day support. This role is ideal for someone who understands property operations and/or has hands-on experience with Property Management Systems (PMS) such as Yardi, RealPage, AppFolio, or similar platforms, and who can confidently troubleshoot, research issues, and coordinate solutions with technical teams.
You will be the client's primary point of contact and strategic partner-responsible for onboarding, education, utilization, support requests, and proactive guidance to ensure clients get maximum value from Respage Services.

You must live in PA, DE, NJ, OH, FL states only.

Key Responsibilities

Client Onboarding and Kickoff Ownership

• Own the onboarding workflow from the moment an order is signed/received.
• Lead internal kickoff calls to align scope, timelines, risks, responsibilities, and required access.
• Lead external client kickoff calls to set expectations, confirm goals, and establish communication cadence.
• Coordinate a structured kickoff meeting where Sales provides introductions and 1-2 key context points, then remains an observer unless the AM invites participation.

Client Relationship Management (Day-to-Day)

• Serve as the client's consistent go-to for questions, requests, and ongoing support.
• Maintain clear, professional client communication via email, calls, and scheduled check-ins.
• Ensure clients understand their services, workflows, and best practices; drive adoption and utilization of Respage Services.
• Track, prioritize, and execute client requests with strong organization and follow-through.

PMS and Property Management Support

• Support clients using PMS platforms (especially Yardi, RealPage, AppFolio) by troubleshooting issues and helping resolve integration or workflow obstacles.
• Understand common PMS-related requirements, terminology, and property-level workflows.
• Identify when an issue is user error, product defect, third-party limitation, or data/setup problem and route appropriately.

Issue Investigation and Problem Solving

• Triage client-reported issues: reproduce, research, gather details, and propose solutions or next steps.
• Recognize potential bugs and partner with technical teams to document, escalate, and track outcomes.
• Communicate clearly with clients throughout investigation and resolution, including timelines, workarounds, and status updates.

Strategic Partnership and Growth

• Act as a strategic partner by understanding client goals, current needs, and anticipated future needs.
• Proactively identify relevant Respage capabilities the client is not using and recommend solutions when appropriate.
• Support renewal readiness by maintaining strong relationships and demonstrating ongoing value.

Internal Coordination and Systems Discipline

• Collaborate closely with Sales, Implementation, and Technical teams to ensure a smooth client experience.
• Manage tasks, timelines, and documentation in Teamwork Projects; manage support requests in Teamwork Desk.
• Use Slack for internal alignment and Google Workspace (G Suite) for daily communication, documentation, and scheduling.
• Use ChatGPT regularly to support daily responsibilities (drafting, summarizing, organizing, problem-solving, and process execution).

Required Qualifications

• 3+ years of account management or client success experience in a high-touch, service-oriented environment.
• Proven ability to manage multiple accounts and priorities with strong time management, organization, and accountability.
• Excellent written and verbal communication skills, including leading meetings and managing stakeholder expectations.
• Fast learner with the ability to absorb complex service details and explain them clearly to clients.
• Comfortable working in a task- and request-driven environment with frequent client interaction.
• Proficiency with Google Workspace (G Suite) and willingness to work daily in Slack, Teamwork Projects, and Teamwork Desk.
• Comfortable using ChatGPT as an ongoing productivity tool in daily workflows.
• Working knowledge of how Google Ads is typically used for apartment communities (lead generation, calls, tours, application funnels), including common campaign types (Search, Performance Max) and basic budget pacing concepts.
• Understanding of SEO services and expectations for multifamily (local SEO/Google Business Profile fundamentals, on-page basics, content support, and typical timelines for results).

Preferred Qualifications

• Property management experience at the property or corporate level.
• Hands-on experience with PMS systems such as Yardi, RealPage, AppFolio, or comparable platforms.
• Experience troubleshooting PMS workflows, integrations, or data-related issues.
• Experience leading onboarding and kickoff processes for new clients (internal and external).

Core Competencies

• Ownership: takes responsibility for the client experience and outcomes.
• Organization: maintains strong task management, prioritization, and follow-through.
• Problem solving: investigates calmly, documents clearly, and moves issues toward resolution.
• Client confidence: builds trust through clear communication and consistent support.
• Strategic thinking: identifies needs and opportunities and recommends the right solutions at the right time.

Tools You'll Use

Google Workspace (G Suite) | Slack | Teamwork Projects/Desk | Claude Cowork | Respage Dashboard | Zoho

Why You'll Love It Here:

Join an award-winning team that's reshaping the future of multifamily operations! Respage offers a fast-paced, fully remote environment that fosters career growth and advancement. We've been recognized as one of the Best Places to Work in Philadelphia and the multifamily industry, with 6 appearances on the Inc. 5000 list of Fastest-Growing Private Companies in America. We offer a competitive compensation package that includes a base salary, generous PTO, comprehensive healthcare, profit-sharing, and a 401K with a generous match. This is your opportunity to make a real impact with us!