What are the responsibilities and job description for the Customer Success Manager position at Boom?
Our mission
Boom is on a mission to level the playing field for the 110 million renters in the US by making housing more flexible, affordable, and rewarding. Boom is building a suite of rental financial services for renters and property managers, including tenant screening, rent payment reporting, rent reporting-as-a-service, and a number of integrations with the largest property management systems (PMS). Boom serves renters through the Boom App and property managers via the Boom Platform. Now serving thousands of renters, Boom is led by second-time founders Rob Whiting (ex-BCG, Rubicon) and Kirill Moizik (Eco, Technion, Grubhub). It's backed by investors such as Starting Line, Clocktower Ventures, Gilgamesh Ventures (Petal co-founders), and angels such as William Hockey and Zach Perret (Co-founders of Plaid) and Harry Stebbings. Boom has been profiled by Inman, Business Insider, HousingWire, and more.
Role Overview: The CSM owns a portfolio of property management clients, ensuring seamless onboarding, strong product adoption, and long-term retention. At Boom, CSMs are the primary advocate for the customer– driving implementation, creating early wins, and building the foundation for an enduring partnership. They partner closely with Sales, Product, and Support to deliver measurable outcomes for our clients.
Responsibilities
- Onboard new clients effectively: Lead onboarding for Boom’s core products, BoomScreen and BoomReport, ensuring a fast and smooth time-to-value
- Implementation & Enablement: Coordinate launch of BoomScreen and BoomReport across property management systems, integrations, and workflows; facilitate client readiness for go-live from a technical perspective and troubleshoot as needed
- Relationship management:
- Build and maintain trust with client stakeholders from the start of the partnership
- Proactively monitor adoption and usage signals, addressing gaps early to prevent churn
- Customer advocacy: Capture client feedback and partner closely with Product, Operations, and Engineering to influence improvements; de-escalate and resolve issues as needed
- Reporting & insights: Deliver performance reports to clients that demonstrate ROI and reinforce value
- Account data management: Maintain accurate records of account health, activity, and notes in Boom’s CRM (Attio)
Qualifications
- 3 years in Customer Success and/or Account Management (B2B SaaS required)
- Demonstrated success leading customer onboardings and trainings
- Experience with SaaS implementations; integrations experience is a plus
- Experience in PropTech, property management, or tenant screening is strongly preferred
- Strong communication and organizational skills; able to simplify complex workflows for clients
- Proficiency with CRM/CS tools (Attio, ClickUp, Intercom, Zapier) and comfort with data-driven insights
- Proactive problem-solver who thrives in a fast-paced, evolving startup environment
KPIs
- Time-to-value for onboarding
- CSAT/NPS scores
- Retention/renewal rate
- Adoption of Boom features
How to apply
Apply on LinkedIn. Bonus points if you send a note to Ariel on LI as to why you're interested / qualified.