Customer Success Manager

About Us We’re on a mission to unlock the transformative power of physical spaces for connection, community, and commerce. We do this by becoming the intelligent operating system for corporate real estate teams, giving them data that is correct, current, and complete. Real estate is often a company’s second-largest expense, yet most real estate and finance teams still manage their leases with spreadsheets and outdated tools. Occupier was created to change that. We’re building the future of lease management: eliminating manual work, automating compliance, and giving real estate and finance teams the real-time insight they need to make smarter decisions. We’re not your typical scale-up. We’re a community of builders, tinkerers, and experimenters, backed by Unbundled Capital, investors with a proven track record of picking winners. Our product is best-in-class, and so are the internal tech stack and the team behind it. We’re building a market-leading, AI-enabled go-to-market function that works cross-functionally in pursuit of ambitious goals. If you’re a customer-obsessed builder looking for a challenging, rewarding opportunity to develop real, marketable skills as a foundational member of a tech startup, this role may be for you. About the Role As a Customer Success Manager, you’ll partner with our customers to help them get maximum value from Occupier and reach their desired outcomes. You’ll own the full customer lifecycle, from activation and adoption through renewal and advocacy. Along the way, you’ll work closely with Onboarding, Solutions Consulting, Product Management, and Sales to spot friction, capitalize on trends, and deliver an increasingly exceptional customer experience. This role is ideal for a proactive, empathetic, and strategic builder who wants a cross-functional seat at an ambitious scale-up that’s well positioned to lead a historically underserved market. What you’ll Do Account Management: Manage a portfolio of customers, acting as their primary point of contact and trusted advisor. Onboarding & Adoption: Guide new customers through the onboarding process, ensuring a smooth and successful start with our product. Proactive Engagement: Regularly check in with customers to ensure they are getting the most value out of our product and identify opportunities for expansion or further engagement. Problem-Solving: Address customer inquiries, resolve issues efficiently, and escalate complex technical problems to the appropriate teams. Product Expertise: Become a subject matter expert on our product, providing best practices and strategic guidance to customers. Feedback Loop: Gather and synthesize customer feedback to inform our product roadmap and improve the overall customer experience. Success Metrics: Track and analyze key customer success metrics (e.g., adoption rates, churn, satisfaction scores) and report on your portfolio's health. Content Creation: Contribute to our knowledge base and create resources (e.g., help articles, tutorials, webinars) to empower customers. Who you Are Industry Experience: 2+ years of experience working in corporate real estate, property management, contracts management, or related industry ** Domain Experience: 3+ years of experience in a customer-facing role, such as customer success, professional services, business development, or account management within a fast-growth or startup SaaS environment Proactive & Organized: You are a self-starter who can manage multiple priorities and projects simultaneously while maintaining a high level of organization Problem-Solver: You are a curious and creative thinker who can quickly identify problems and propose effective solutions Communication: Excellent written and verbal communication skills. You can explain complex concepts clearly and concisely Team-player: You thrive in a collaborative environment and enjoy working with different departments to achieve a common goal High-empathy: You genuinely care about helping people and have a natural ability to understand and empathize with customer needs and challenges AI-pilled: You have practical experience using the latest tech to scape your influence and impact Why join us? Impact: You'll have a direct and significant impact on our company's growth and the success of our customers Growth: We're a fast-growing company, which means lots of opportunities for professional development and career advancement Culture: We have a supportive, collaborative, and fun work environment where your voice is heard and valued Compensation: Competitive salary, equity options, and a comprehensive benefits package Perks: Work from anywhere in NA! Occupier is a Remote-first company with hubs in Toronto and Boston