Customer Success Manager - Commercial Real Estate

Accountabilities:: Strategic Account Management: Manage and develop relationships with an assigned portfolio of commercial real estate accounts, ensuring strong customer engagement, satisfaction, and long-term partnership growth. Account Expansion & Revenue Growth: Drive product adoption and expansion across property owner portfolios and individual buildings by identifying opportunities to increase platform usage and extend services to additional locations. Tenant Adoption Initiatives: Lead initiatives that enable digital wallet credentials for tenants across managed properties, supporting seamless access experiences and broader adoption of connected access solutions. Tenant Expansion Programs: Manage tenant expansion initiatives, including Street-to-Seat programs, to extend digital access capabilities throughout assigned commercial real estate accounts. Customer Renewals & Retention: Lead landlord renewal initiatives in collaboration with internal teams, ensuring timely contract renewals, strong retention rates, and consistently high customer satisfaction. Strategic Partner Engagement: Establish and maintain relationships with key industry partners and technology providers, including CRE partners, HID, Allegion, Wavelynx, Apple, and Google. Stakeholder Relationship Management: Serve as the primary point of contact for property managers, asset managers, and operational teams, while supporting senior-level corporate relationships alongside company leadership when needed. Customer Meetings & Engagement: Conduct approximately 8–10 customer meetings per week, prioritizing in-person interactions to strengthen relationships, understand customer needs, and identify growth opportunities. Events & Product Launches: Organize and coordinate on-site property events, product launches, and tenant activation initiatives, representing the organization at important customer and partner functions. Sales Pipeline Management: Maintain accurate and up-to-date pipeline records, tracking account activities, renewal opportunities, customer expansion initiatives, and potential business growth. CRM & Reporting: Regularly update Salesforce and other internal systems with account interactions, meeting outcomes, customer developments, and pipeline progress. Cross-Functional Collaboration: Work closely with sales, product, and customer success teams to align account strategies, coordinate execution, resolve customer challenges, and deliver a consistent customer experience. Requirements: At least 5 years of professional experience in account management, customer success, or business development. Previous experience in PropTech, commercial real estate, SaaS, or related technology-driven industries is strongly preferred. Demonstrated success managing enterprise-level accounts, complex customer relationships, or multi-site portfolios. Strong understanding of commercial real estate environments and experience working with property owners, property managers, asset managers, and other industry stakeholders. Proven ability to develop strategic customer relationships, identify expansion opportunities, and drive product adoption across multiple accounts or locations. Experience managing customer renewals, retention initiatives, and long-term account growth. Excellent interpersonal, communication, and relationship-building skills, with the ability to engage effectively with stakeholders at different organizational levels. Strong commercial awareness and the ability to identify customer needs, translate them into business opportunities, and communicate product value effectively. Excellent organizational and time management skills, with the ability to manage multiple accounts, customer meetings, and ongoing initiatives simultaneously. Familiarity with CRM platforms, particularly Salesforce, and the ability to maintain accurate pipeline and account activity records. Knowledge of physical access control systems, digital credentials, mobile wallet technology, or related solutions is considered a plus. Ability and willingness to travel regularly for customer meetings, property visits, events, and partner engagements. Proactive, adaptable, and results-oriented mindset, with the ability to work independently while collaborating effectively across teams. Benefits: Remote Work: Opportunity to work remotely from within the United States. Strategic Customer Exposure: Build relationships with leading commercial real estate owners and influential technology partners. Professional Growth: Develop expertise in customer success, enterprise account management, PropTech, and connected access technologies. Industry Innovation: Contribute to the development and adoption of innovative digital access solutions transforming commercial real estate experiences. Cross-Functional Collaboration: Work alongside experienced professionals across sales, product, and customer success teams. Relationship-Driven Environment: Engage directly with customers and strategic partners through regular meetings, property events, and product launches. Career Development: Gain opportunities to expand your commercial expertise and take ownership of strategic customer portfolios.