Mixed Use CSM I

Overview

The Lifecycle Customer Success Manager (CSM) is responsible for supporting a high-volume portfolio of established Buildium customers, typically two or more years into their tenure. This role focuses on helping long-term customers continue to realize value from Buildium as their businesses, teams, and operational needs evolve.

The Lifecycle CSM blends scaled engagement with targeted human interaction to strengthen product adoption, improve customer health, and support retention and expansion. This role requires the ability to identify changes in customer needs, uncover adoption gaps, and connect customers with relevant Buildium solutions, resources, and best practices.

The Lifecycle CSM plays a critical role in sustaining long-term customer value and reducing preventable churn. Success depends on proactive portfolio management, effective cross-functional collaboration, and the ability to translate customer and usage insights into scalable engagement strategies.

Responsibilities

• Manage a high-volume portfolio of established Buildium customers, balancing scaled outreach with targeted 1:1 engagement.
• Conduct customer conversations to understand evolving business objectives, operational challenges, and opportunities to increase value from Buildium.
• Design and execute lifecycle programs that re-engage customers, strengthen adoption, and support continued customer maturity.
• Identify adoption gaps, risk signals, and changes in customer needs, and take appropriate action to improve customer health and retention.
• Identify expansion opportunities and connect customers with relevant Buildium products, services, and resources.
• Analyze customer data, product usage, tenure, and engagement trends to prioritize outreach and optimize lifecycle strategies.
• Act as a strategic advisor within defined touchpoints, helping customers adopt best practices and maximize the value of their Buildium investment.
• Proactively engage customers during key lifecycle moments, including changes in product usage, business growth, organizational transitions, and renewal periods.
• Collaborate cross-functionally with Product, Marketing, Sales, Support, and other Customer Success teams to improve customer outcomes and messaging alignment.
• Share recurring customer feedback, adoption barriers, and lifecycle insights with internal stakeholders.
• Maintain accurate customer data, health indicators, and activity tracking within CRM and other systems.

Qualifications

• Minimum of 2+ years of combined experience in Customer Success, Account Management, Sales, or another revenue-driving customer-facing role, ideally within a software or SaaS organization.
• Strong understanding of the SaaS customer lifecycle, including adoption, retention, expansion, renewal, and long-term value realization.
• Proven ability to manage a high-volume book