Customer Success Manager

Canopy Analytics is a PropTech SaaS company that delivers clarity and control for apartment owners and managers. Our platform blends business intelligence, automation, and forecasting into a single workflow, helping customers reduce expenses and uncover opportunities for growth. Canopy AI highlights shifts in key metrics, explains why they’re happening, and guides users on the actions that matter most.

We’re looking for a thoughtful, customer-obsessed Customer Success Manager (CSM) to join our team. In this role, you’ll serve as the primary point of contact for a portfolio of customers, driving adoption and retention by deeply understanding their goals and ensuring they get the most value out of our platform.

Your work will be part strategic advisory, part relationship management — building trust, hosting regular touchpoints, surfacing customer insights, and advocating internally for their success. You will assist with onboarding, pilots, ongoing engagement, value delivery, training and rollout.

This is a full-time remote role for a Customer Success Manager. Day-to-day tasks include providing exceptional customer service, ensuring product adoption, analyzing customer data to identify trends and opportunities, and working cross-functionally with other teams to advocate for customers' needs.

• Own Customer Relationships:

Serve as the main relationship owner for your accounts. Lead regular check-ins (monthly or quarterly) to review product usage, discuss goals, train users, and identify ways to deliver more value. Partner with our Head of CX to deliver exceptional experiences for enterprise customers.

• Drive Adoption & Retention:

Monitor engagement trends and proactively reach out when risks or opportunities are identified. Make sure customers are using the platform in a way that aligns with their objectives.

• Collect & Share Customer Feedback:

Regularly gather feedback on features, workflows, and Customer Support experiences. Synthesize and share trends with internal teams to inform roadmap decisions.

• Collaborate Cross-Functionally:

Partner with Product, Sales, and Implementation teams to resolve issues, shape resources, and ensure a consistent customer experience.

• Deliver Enablement:

Lead tailored training sessions or support onboarding for executive and non-executive users — with a focus on long-term success.

We evaluate candidates on the following competencies:

• Values Alignment: Kind, hardworking, intelligent, curious, and growth-minded.
• Customer Empathy: A strong ability to understand business challenges and communicate solutions clearly and persuasively.
• Ownership Mindset: Hyper-organized, proactive, and committed to seeing things through.
• Communication Skills: Comfortable hosting calls, running meetings, and delivering insights to stakeholders across seniority levels.
• Analytical Thinking: Able to interpret usage patterns, segment customer behavior, and drive action based on insights.
• Relationship Building: Warm, trustworthy, and invested in long-term customer success.
• Internal Advocacy: Confidently communicates customer needs across teams and ensures they are heard and acted on.

• 3-5 years in a customer success, account management, or relationship management role (mid-market/enterprise SaaS or relevant Regional Manager real estate industry experience preferred). Prior PropTech experience not required. 
• Excellent organizational and follow-up skills
• Comfort and prior experience in a high growth, fast paced environment (ie tech startup or real estate firm)

• Experience hosting QBRs, strategic check-ins, or leading value reviews
• Comfort with CRM, customer success platforms, and product usage analytics
• Bonus: Experience with enablement or training delivery

• You’ll be part of a low-ego, mission-driven team that truly cares about customers
• You’ll work closely with leadership and product to shape how we grow
• Remote work, strong benefits, and a collaborative culture.