Customer Success Manager

About the role

We’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 Do

Build & Scale Customer Success (The “Builder”)

• Help design and evolve customer health scoring models
• Analyze churn risk and retention trends to inform strategy
• Build dashboards and reporting to drive CS performance
• Improve CS systems and workflows (HubSpot, Snowflake, etc.)
• Test, iterate, and refine scalable CS playbooks and motions

Drive Customer Insights

• Manage and analyze customer feedback (NPS, CSAT, surveys)
• Identify trends, risks, and growth opportunities in customer data
• Translate insights into actionable recommendations for the business

Own Customer Outcomes (The “Player”)

• Manage a portfolio of accounts, including higher-risk or strategic customers
• Partner with CSMs on retention and risk mitigation strategies
• Execute onboarding, renewal, and recovery efforts
• Engage directly with customers to drive adoption, value, and outcomes
• Pilot and execute new CS plays before scaling them across the team

Reporting & Collaboration

• Report to the Senior Director of Customer Success & Support
• Partner cross-functionally with CS, Sales, Product, and Support
• Help translate CS strategy into execution through data and insights
• Contribute to company-wide retention and growth initiatives

Qualifications

• 3–5+ years of experience in Customer Success, CS Ops, or similar roles
• Strong analytical mindset with experience in reporting, dashboards, or data analysis
• Experience with CRM/CS tools (HubSpot, Planhat, ChurnZero, etc.)
• Ability to turn data into clear, actionable insights
• Confidence engaging directly with customers
• A growth mindset with a desire to take ownership and build
• Comfort operating in a fast-paced, evolving environment

Bonus: Property Management software or industry experience

Who You Are

• A builder who enjoys creating and improving systems and processes
• A hands-on operator who likes working directly with customers
• A curious problem-solver who uses data to guide decisions
• A proactive self-starter who takes initiative and iterates quickly
• A strong collaborator who works effectively across teams
• Someone motivated to grow into a future CS leader

What Success Looks Like (First 6 - 12 Months)

• Build and improve customer health scoring and reporting
• Deliver actionable insights that influence retention strategy
• Successfully manage and improve outcomes for your book of business
• Test and refine scalable CS playbooks and workflows
• Become a trusted partner across both CS strategy and execution

Why This Role Matters

This role is critical to building a scalable, data-driven Customer Success organization.

You’ll directly impact:

• Visibility into customer health and retention
• How we make decisions using customer data
• The systems and playbooks that power our CS team as we grow