Customer Success Manager - Multifamily

About

Our Customer Success Team seeks a passionate, self-motivated Customer Success Manager specializing in Multifamily accounts. In this role, you will be customer-obsessed and instrumental in collaborating with both new and existing multifamily customers to build upon our existing sales momentum and efforts.

Key Responsibilities

The Customer Success Manager - Multifamily will be the day-to-day account contact for our multifamily customers. Duties include (but are not limited to):

• Lead end-to-end implementation projects, overseeing all phases from scoping and requirement gathering to solution design, technical deployment, and post-launch optimization. Ensure that timelines, deliverables, and milestones are met according to the project plan.
• Facilitate a structured onboarding process for new multifamily customers, ensuring comprehensive training on Brivo’s platform and guiding clients through each phase of the implementation to ensure successful adoption.
• Work closely with customers’ technical teams to integrate Brivo solutions into existing infrastructure, ensuring compatibility and performance optimization while addressing technical challenges and providing expert guidance.
• Continuously evaluate and refine the implementation playbook to streamline workflows and enhance efficiency, ensuring that customer deployments are scalable and repeatable.
• Act as a liaison between customers, sales, product, and support teams to ensure all stakeholder requirements are captured and addressed. Drive continuous feedback loops to enhance product offerings and implementation processes.
• Identify potential implementation risks early, proactively addressing challenges to avoid delays or disruptions. Serve as the escalation point for resolving complex technical or operational issues.
• Utilize Salesforce, Jira, and other platforms to track project progress, analyze key performance indicators (KPIs), and provide data-driven recommendations for continuous improvement.
• Develop and manage comprehensive, customized success plans for high-value accounts. These plans should clearly define customer objectives, key milestones, and a joint path to achieving maximum value from our solutions

Skills, Knowledge and Expertise

• 3+ years of experience in implementation management, preferably in the multifamily or real estate tech industry, with a deep understanding of customer operational needs and technology stack.
• Proven track record in leading complex projects from inception through completion, managing multiple stakeholders, and meeting deadlines. PMP or similar certification is a plus.
• Solid understanding of technical infrastructure, cloud-based platforms, and system integration. Ability to troubleshoot and resolve technical issues in collaboration with engineering teams.
• Demonstrated ability to anticipate customer needs, adapt solutions to meet those needs, and provide exceptional support during and after the implementation phase.
• Strong proficiency in using CRM and project management tools (Salesforce, Jira, Asana) to track project success, identify trends, and drive continuous improvements in the implementation process.
• Outstanding verbal and written communication skills, with the ability to convey technical concepts to both technical and non-technical audiences. Proven ability to build strong relationships with clients and internal teams.
• Proactive, innovative mindset focused on improving implementation processes, enhancing customer experience, and ensuring operational excellence.

Benefits

Brivo is a Great Place to Work-Certified™ company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security.

Why Your Work Matters

Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact.

• The Brivo Experience: We thrive on in-person collaboration and a "one-team" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked workspaces—ensuring you have everything you need to stay focused while building the future of security.
• Total Rewards: We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401k with company match, and a Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.

Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition, Brivonians enjoy a robust benefits and perks package tailored to their work location.