Customer Success Manager - Phoenix

Customer Success Manager

Home365 is a technology company based in the heart of Silicon Valley. Post Series B round of funding, Home365 is backed by the most respected venture capitalist and corporate venture capitalist firms. Through cutting edge property management technology, Home365 transforms how people experience investing in real estate - making it profitable, predictable, and passive.

We are looking for an ambitious and self-driven Customer Success Manager to join our team! As the Customer Success Manager at Home365, you will be responsible for overseeing properties in a designated region.

The Customer Success Manager (CSM) serves as the primary relationship manager for Home365's property owners. You'll ensure every owner enjoys a seamless experience throughout the entire ownership lifecycle. This includes proactive communication, issue resolution, performance monitoring, and strategic engagement designed to maximize satisfaction, retention, and portfolio growth.

As a CSM, you'll act as the voice of the owner within Home365 balancing empathy and advocacy with operational precision. Your high-level efforts are supported by a team of expert coordinators overseeing leasing, maintenance, delinquency, and resident relations aspects of the management operation.

Duties / Responsibilities

The Customer Success Manager will deliver exceptional service by engaging in one or more of the following key areas daily :

• Serve as the primary point of contact for assigned owners, maintaining proactive, consistent communication.
• Build strong, trust-based relationships by aligning owner goals with Home365's service delivery and outcomes.
• Address owner inquiries and concerns quickly and professionally with empathy and clarity.
• Coordinate with Maintenance, Finance, and Resident Relations to resolve complex issues.
• Maintain thorough CRM documentation for every interaction to ensure transparency and continuity.
• Regularly review owner portfolios for financial performance, maintenance status, and tenant activity.
• Identify risks (e.g., vacancies, underperformance) early and propose actionable solutions.
• Present performance insights and dashboards that help owners make informed decisions.
• Develop and execute owner engagement strategies to enhance satisfaction and retention.
• Identify opportunities for portfolio improvement, including upgrades or value-added services.
• Collaborate with leadership and marketing to minimize churn and strengthen long-term partnerships.
• Represent owner feedback in internal meetings and help shape product and operational improvements.
• Partner with internal teams to streamline workflows and improve the owner experience.
• Contribute to process improvement initiatives, ensuring Home365 continues to deliver best-in-class service.

Required Skills / Abilities

Exceptional interpersonal and customer service skills, with the ability to build trust and rapport quickly.

Excellent verbal and written communication skills to ensure clear, professional, and empathetic interactions.

Strong organizational and detail-oriented abilities to manage multiple tasks and priorities effectively.

Proven time management skills, consistently meeting deadlines and exceeding expectations.

Analytical and problem-solving expertise to resolve challenges promptly and effectively.

Demonstrated ability to work independently and collaboratively within a team.

A track record of building and maintaining successful client relationships.

Proficient in Microsoft Office Suite or related software.

Education and Experience

Minimum of 5 years of experience in a customer success or account management role, preferably in the real estate industry.

Deep understanding of the real estate industry and market trends.

Bachelor's degree preferred.

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

This role is ideal for someone passionate about delivering exceptional customer experiences and building long-term relationships in a dynamic and rewarding industry.

Job Type : Full-time, based in our Phoenix, AZ office located at 706 E Bell Rd, Suite 207, Phoenix, Arizona 85022.

Benefits :

401(k)

Dental insurance

Health insurance

Vision insurance

PTO (15 days)

Paid Holidays

Wellness Programs

Schedule :

Monday to Friday, Regular Office Hours

Your personality :

A Warrior and a Winner : You are personable, action oriented, a self-starter and creative thinker that strives for the best results.

Energy Filled : You are authentic, charismatic and resourceful. An independent hands-on person, and results driven.

EQ in the Sky : You understand people and how to connect with them emotionally and encourage them to use and share the Product.

Curious : You thrive on knowledge. You simply love to know as much as possible and you have a solid opinion about almost everything.

Determined and Creative : You don't take a NO for an answer. You don't panic. You always treat the negative as an opportunity and a challenge for a flip. You celebrate when this happens.

Analytical : You can draw insights from user data and translate them into original Product feedback.

Team Player : You believe in the power of a team vs. being a star.