Customer Success Manager (CSM)

About Visitt

Visitt is a fast-growing B2B SaaS company on a mission to transform how Commercial Real Estate teams operate and serve their tenants. Our AI-driven building operations platform empowers property teams to deliver exceptional building experiences, improve operational efficiency, and increase tenant satisfaction - all while reducing costs and complexity.

As a Customer Success team, we sit at the heart of that mission - working hand-in-hand with customers to turn technology into real-world results. From onboarding to renewal, we partner with our clients to drive adoption, maximize value, and help them succeed at scale.

About the Role

We’re looking for a Customer Success Manager who is both strategic and hands-on. You’ll own the customer relationship post-sale - from onboarding through retention - and ensure customers derive measurable value from Visitt.

This role is ideal for someone with strong SaaS customer experience who thrives in a fast-paced environment and is comfortable guiding real estate operators through onboarding, product adoption, and long-term success.

Responsibilities

• Serve as the primary point of contact for our enterprise customers
• Be the face of Visitt in front of our customers - building trust, credibility, and strong working relationships at all levels
• Lead onboarding handoffs and ensure fast time-to-value for new accounts
• Drive ongoing product adoption and usage through proactive outreach and strategic guidance
• Engage with key customer stakeholders to understand business goals and align Visitt’s value to their success
• Own renewals and expansion: monitor account health, build expansion opportunities and work with Sales on deal strategy
• Monitor account health and identify risks and opportunities to improve retention and expansion
• Run regular business reviews and communicate product updates and roadmap alignment
• Collaborate with Product, Sales, and Support teams to advocate for customer needs and resolve issues
• Maintain accurate customer records, activity tracking, and feedback loops internally

Requirements

• 5+ years in a Customer Success or Account Management role in a B2B SaaS company
• Skilled at managing high-touch, long-term relationships with a mix of users and executive stakeholders
• Strategic thinker with a customer-first mindset and strong communication skills
• Comfortable analyzing account performance and identifying paths to growth or improvement
• Highly organized and able to manage multiple customer relationships in parallel
• Bonus: Experience working with commercial real estate or operations teams