Client Advocate

Job Summary:

The Multifamily Client Success Manager (CSM) is responsible for managing a portfolio of multifamily accounts, ensuring client satisfaction, driving adoption of our smart home technology, and maximizing retention. As a key member of our India-based CS operations, you will serve as the primary advocate for your clients, bridging the gap between their business goals and Rentlys suite of products. You will leverage data-driven insights to proactively identify growth opportunities, resolve escalated issues, and ensure a seamless experience for property managers and residents.

Core Responsibilities:

• Proactive Portfolio Management: Build and maintain strong relationships with assigned multifamily property management stakeholders. Conduct regular check-ins and quarterly business reviews (QBRs/XBRs) to ensure platform alignment and satisfaction.
• Growth & Retention: Proactively identify and escalate at-risk clients while spotting opportunities for upsells, expansion, and contract renewals.
• Data-Driven Advocacy: Utilize internal reporting (including Power BI and Salesforce dashboards) to provide actionable insights that help clients optimize their smart home technology usage.
• Operational Excellence: Accurately document all client interactions, support notes, and account updates within our CRM ecosystem (Salesforce, ZenDesk).
• Technical Troubleshooting & Escalation: Act as the first point of contact for complex technical issues, mediating between clients and internal teams (Product, Engineering, and Tech Support) to ensure timely resolution.
• Internal Collaboration: Work closely with the implementation, sales, and tech support teams to ensure a smooth transition from onboarding to ongoing management.
• KPI Achievement: Consistently meet performance metrics, including Net Revenue Retention (NRR), CSAT scores, and talk-time targets as defined by the leadership team.

Required Skills & Experience

• Experience: 13 years in a Customer Success or Account Management role, preferably within SaaS, Real Estate, Technology, or PropTech.
• Technical Proficiency: Demonstrated comfort with CRM tools (Salesforce, GSuite) and a strong aptitude for learning new software platforms.
• Communication: Exceptional verbal and written communication skills with a strong ability to manage high-pressure client interactions via phone, chat, and email.
• Problem-Solving: Proven ability to identify root causes of client issues and work autonomously to implement effective, alternative solutions.
• Multifamily Context: Familiarity with smart home technology, installation lifecycles, and property management workflows is highly preferred.

Success Metrics (KPIs)

• Retention Rate: Meeting or exceeding churn prevention targets for the assigned portfolio.
• Growth/Expansion: Identifying and converting opportunities for account growth and renewals.
• CSAT/NPS: Maintaining high customer satisfaction scores through consistent service and actionable support.
• Documentation Accuracy: Ensuring timely and accurate updates within Salesforce and Zendesk to maintain data integrity.

Hours:

• Operating in US hours
• Be ready to work on night shifts and during weekends based on the work schedule

Professional Commitment:

Being a product-based company, we heavily invest in developing functional/ technology/ leadership skill sets in our team members. So as a company we expect Candidates who are looking for a long-term association with the organization (at least a minimum of 2 - 3 years) need to apply.