Customer Success Manager

Company Description Leni is an AI infrastructure platform built for asset managers and investors, designed to help individuals and firms make confident, data-driven decisions. The product combines model-agnostic capabilities with specialized models trained on real estate and investment workflows, delivering high accuracy at a lower cost than general-purpose AI. Leni integrates with systems such as Yardi, RealPage, Entrata, AppFolio, and Rent Manager, capturing not only data but the context behind reports, decisions, and reviews to build a private, compounding memory layer for each firm. This context graph powers insights into trends, risks, and operational work that can be automated, providing verifiable, traceable answers that stand up to investor scrutiny. Team members at Leni work on technology that transforms how real estate and investment organizations understand performance and decide what to do next.

Role Description The Customer Success Manager at Leni is a full-time, hybrid role based in Toronto, ON, with flexibility for some work from home. In this role, the individual will manage a portfolio of customer accounts, ensuring they derive measurable value from Leni’s AI infrastructure and remain engaged over the long term. Day-to-day responsibilities include onboarding new customers, conducting training sessions, and helping teams integrate Leni with their existing systems and workflows. The Customer Success Manager will monitor product usage, analyze customer outcomes, and proactively identify opportunities to improve satisfaction, retention, and expansion. They will collaborate closely with product, engineering, and sales to communicate customer feedback, resolve issues, and co-develop solutions that address real estate and investment use cases. The role also involves preparing clear status updates, success plans, and performance reports for customers and internal stakeholders.

Qualifications

• Customer-focused skills, including Customer Satisfaction, Customer Retention, and Customer Service, to ensure long-term value and engagement.
• Strong Relationship Building capabilities to foster trust, manage expectations, and collaborate with stakeholders across customer organizations.
• Robust Analytical Skills to interpret product usage, portfolio trends, and customer outcomes, and to translate insights into actionable recommendations.
• Experience in client-facing roles in SaaS, fintech, or proptech; familiarity with real estate or investment workflows is an asset.
• Excellent written and verbal communication skills, with the ability to explain technical concepts in a clear, concise, and structured way.
• Proven ability to manage multiple accounts and projects simultaneously, with strong organizational and time-management skills.
• Comfort working in a fast-paced, startup environment and collaborating cross-functionally with product, engineering, and go-to-market teams.
• Bachelor’s degree in Business, Finance, Real Estate, Engineering, or a related field, or equivalent practical experience.