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 a Customer Success Manager at Entrata, you will own the success and retention of a portfolio of customers using our platform. You will build trusted relationships with key stakeholders, partner cross-functionally to drive outcomes, and ensure customers realize measurable value. This role requires strong ownership, the ability to manage multiple priorities, and consistent execution from onboarding through ongoing engagement. In this Affordable Housing-focused role, you will support some of our largest property management customers with complex, affordable housing portfolios, acting as a strategic partner to help them navigate operational challenges and maximize the impact of the Entrata platform. Responsibilities

Manage a portfolio of affordable housing clients, driving adoption, retention, and measurable outcomes.

Lead regular business reviews to assess performance, identify gaps, and deliver actionable recommendations.

Partner with Product and Engineering to communicate customer needs and influence roadmap priorities.

Collaborate with Support to ensure timely resolution of issues and a strong customer experience.

Guide customers post-implementation toward operational maturity and self-sufficiency.

Develop and execute success plans in partnership with Sales to support retention and expansion.

Educate customers on platform capabilities, releases, and self-service resources to increase utilization.

Identify operational and system risks, and proactively recommend solutions to mitigate impact.

Represent the voice of the customer in cross-functional forums, including sprint reviews.

Maintain deep expertise in Entrata’s platform, with a focus on affordable housing workflows and configurations.

Minimum Qualifications

Proven ability to drive measurable customer outcomes and long-term account success within a SaaS or technology environment

Demonstrated experience leveraging AI tools or technologies in a professional setting (e.g., automation, data analysis, or agentic workflows) to drive measurable improvements in efficiency or outcomes

Demonstrated experience managing complex client relationships and competing priorities in a structured, organized manner

Ability to navigate ambiguity with sound judgment, professionalism, and accountability

Strong written and verbal communication skills, with the ability to translate complex concepts into clear, actionable insights

Effective prioritization and time management skills in a fast-paced, dynamic environment

Experience building and maintaining relationships with both internal stakeholders and external clients

Ability to operate effectively in evolving environments with shifting priorities

Willingness to travel domestically as needed to support client and business needs

Preferred Qualifications

5+ years of experience in affordable housing or property management, with exposure to programs such as LIHTC, Section 8, Public Housing, HOME, or Rural Housing

Experience working with enterprise or mid-market clients in a customer-facing role (CSM, Account Management, or Implementation)

Strong analytical and problem-solving skills, with a data-driven approach to decision-making

Ability to synthesize complex information and present it clearly to diverse audiences

Demonstrated ability to influence stakeholders and drive alignment across cross-functional teams

Familiarity with property management software (Entrata, Yardi, AppFolio, or similar platforms)

Willingness to travel up to 15% as needed