Customer Success Manager

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. If you’re driven by delivering exceptional outcomes for customers and take pride in helping them succeed, you may be a great fit for this role. Entrata is seeking a Customer Success Manager based in Utah or one of our approved states. In this role, you will be responsible for ensuring customers realize maximum value from the Entrata platform. You will build strong, trusted relationships with your customers, collaborate cross-functionally to address their needs, and play a key role in driving retention and long-term success. This position requires the ability to manage multiple customer-impacting initiatives simultaneously and see them through to completion. *If you are located in Utah, this will be a hybrid role, 3 days/week in office.   Responsibilities

Manage a portfolio of customers, ensuring consistent satisfaction, retention, and measurable success outcomes.

Lead regular customer engagements to review performance, surface insights, and provide strategic recommendations.

Partner cross-functionally with Product and Development teams to represent customer needs and influence platform improvements.

Coordinate with Support to ensure timely resolution of issues and a seamless customer experience.

Guide customers through post-implementation transition, driving adoption and long-term self-sufficiency.

Develop and execute account plans in partnership with Sales to support customer growth and expansion opportunities.

Educate customers on platform capabilities, self-service tools, and product releases to maximize value.

Identify operational and system risks within customer environments and recommend mitigation strategies.

Participate in sprint reviews and advocate for customer priorities in product discussions.

Maintain strong working knowledge of Entrata’s platform, features, and configuration options.

Minimum Qualifications

BA/BS degree and 2–3 years of experience in customer success or a related field

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 ability to support customer satisfaction and long-term success

Strong organizational skills with the ability to manage multiple priorities simultaneously

Ability to navigate challenging situations with professionalism and composure

Comfortable working independently while effectively leveraging team support when needed

Ability to manage time and a portfolio of customers with minimal oversight

Willingness to travel up to 15% as needed

Strong written and verbal communication skills, with the ability to analyze and interpret data

Preferred Qualifications

2–3 years of experience in property management or a related field

2–3 years of experience in customer success or a customer-facing role within a SaaS environment

Experience partnering cross-functionally with Product and Development teams