• Job Description

  Req#: DW8iDtmE5rnO
  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
  
  
  $61,500 - $96,900 a year
  
  Bonus Target: $10,000
  
  This band covers the full base compensation range for this role. Your offer within this range will depend on factors like experience, skills, and internal equity.
  
  Level - P3
  
  #LI-AB1
  
  Benefits:
  
  Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.
  
  Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.
  
  HSA/FSA options and employer-paid disability benefits provided for eligible employees.
  
  Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security.
  
  Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, gym memberships, mental health resources, wellness challenges, and employee assistance programs.
  
  Entrata Cares programs offers opportunities for volunteerism, charity events, and giving back to our community.
  
  Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.
  
  Bi-annual swag drops for employees
  
  Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles.
  
  Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.
  
  It's a great place to work! Will you join us?
  
  We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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