Customer Success Manager, Affordable Housing

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions.

As part of the Customer Success team, you will be responsible for ensuring your customers are successful with the Entrata platform! The Customer Success Manager position will require you to develop strong relationships with your customers, partner with other departments to ensure your customers’ needs are met and that they remain customers of Entrata. You must be able to effectively manage multiple projects that impact customers and see them through to completion. The unique responsibility of the Affordable Customer Success Manager will take on some of our largest Property Management customers that have major affordable housing portfolios.

Responsibilities

Manage a portfolio of clients with affordable properties to ensure a high level of satisfaction and success is achieved. Conduct regular meetings with your customers to review solution performance and provide best practice recommendations. Collaborate regularly with Development and Product teams to ensure that the Entrata platform continues to evolve and meet the needs of our customers. Partner with our Support organization to ensure that the customers’ support needs are being met. Facilitate the transition out of implementation and support the client’s drive toward self-sufficiency. Create a tailored plan, in collaboration with Sales, to ensure continued success and growth for your customers. Educate customers on self-service tools, release processes, and other client programs. Advise customers on process and system risks based on organizational constraints and develop solutions to mitigate risks. Attend sprint review meetings and advocate for customer needs in those meetings. Maintain a high-level knowledge of each of the Entrata offerings and configuration options.

Essential Functions Desire to go the extra mile to ensure that your customers are happy and successful. Strong organizational skills, with the ability to manage multiple projects simultaneously. Ability to demonstrate patience while working through stressful situations and challenges. Work autonomously - you will always have the ability to call on peers and managers to coach you on specific situations, but you are expected to manage your time and portfolio of customers. Excellent communication, both verbal and written, and analytical skills. Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently. Maintain professional interaction with internal and external stakeholders. Ability to work in a fast-paced and high-stress environment. Travels domestically for client meetings, industry events, and company gatherings as required to maintain business relationships and achieve objectives. Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently. Maintain professional interaction with internal and external stakeholders. Ability to work in a fast-paced and high-stress environment.

Minimum Qualifications More than 5 years of affordable property management experience ranging across multiple types of affordable housing including but not limited to LIHTC, Section 8, Public Housing, HOME, Rural and layered properties at a corporate level across the country. Excellent communication, both verbal and written, and analytical skills Ability to travel up to 15% of the time