Customer Success Manager

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions. Are you a relationship builder who thrives on solving complex problems and turning clients into long-term partners? As a Customer Success Manager at Entrata, you’ll serve as a trusted advisor, advocating for our customers while helping them unlock maximum value from our platform. For local Utah candidates, this position operates on a hybrid schedule with three days in our Lehi office (Tuesday through Thursday). Responsibilities Manage a portfolio of customers, ensuring consistent satisfaction, retention, and measurable success outcomes. Lead regular customer engagements to review performance, surface insights, and provide strategic recommendations. Partner cross-functionally with Product and Development teams to represent customer needs and influence platform improvements. Coordinate with Support to ensure timely resolution of issues and a seamless customer experience. Guide customers through post-implementation transition, driving adoption and long-term self-sufficiency. Develop and execute account plans in partnership with Sales to support customer growth and expansion opportunities. Educate customers on platform capabilities, self-service tools, and product releases to maximize value. Identify operational and system risks within customer environments and recommend mitigation strategies. Participate in sprint reviews and advocate for customer priorities in product discussions. Maintain strong working knowledge of Entrata’s platform, features, and configuration options. Minimum Qualifications BA/BS degree and 2–3 years of experience in customer success or a related field 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 ability to support customer satisfaction and long-term success Strong organizational skills with the ability to manage multiple priorities simultaneously Ability to navigate challenging situations with professionalism and composure Comfortable working independently while effectively leveraging team support when needed Ability to manage time and a portfolio of customers with minimal oversight Willingness to travel up to 15% as needed Strong written and verbal communication skills, with the ability to analyze and interpret data Preferred Qualifications 2–3 years of experience in property management or a related field 2–3 years of experience in customer success or a customer-facing role within a SaaS environment Experience partnering cross-functionally with Product and Development teams Benefits: Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance. Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families. HSA/FSA options and employer-paid disability benefits provided for eligible employees. Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security. Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, gym memberships, mental health resources, wellness challenges, and employee assistance programs. Entrata Cares programs offers opportunities for volunteerism, charity events, and giving back to our community. Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits. Bi-annual swag drops for employees Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law. It’s a great place to work! Will you join us?