Customer Success Manager at HqO

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Jul, 26

Salary

130000.0

Posted On

18 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, SaaS, Commercial Real Estate, Relationship Management, Renewal Management, Churn Risk Management, Data-driven Strategy, Product Adoption, HubSpot, CRM, Strategic Planning, Communication, Problem-solving, Portfolio Management, Stakeholder Management

Industry

Software Development

Description

About the role We’re hiring a Customer Success Manager (REX Consultant) to own a book of business comprising some of the world’s largest commercial real estate portfolios. This role is responsible for the full customer lifecycle—from launch and adoption through renewal and growth. It combines strategic account ownership with hands-on execution, partnering with portfolio stakeholders and on-site teams to drive measurable customer outcomes. Internally, you will collaborate closely with Sales, Marketing, and Product to ensure the HqO vision is consistently delivered across the platform. Own the Full Customer Lifecycle Partner with Sales to own the end-to-end customer lifecycle, including onboarding, adoption, renewal, and expansion Build and execute 12-month account plans aligned to customer business objectives Lead renewal conversations, proactively managing churn risk and securing on-time renewals Drive Portfolio-Level Success & Growth Serve as the primary relationship owner for portfolio stakeholders and decision-makers Identify, qualify, and advance expansion opportunities in partnership with Sales Maintain accurate account health, contract details, and risk indicators to inform strategy and forecasting Execute the REX Methodology at the Building Level Operationalize the REX Methodology (Activate, Engage, Orchestrate, Understand, Monetize) across assigned buildings Translate strategy into repeatable, day-to-day execution with on-site teams Ensure consistent delivery of tenant experience programming and engagement initiatives Drive Platform Adoption & Tenant Health Obsessively monitor product usage and engagement to drive meaningful feature adoption Analyze tenant health signals (usage, engagement, sentiment) to identify risks and opportunities Develop and implement strategies that improve tenant satisfaction, retention, and lifetime value Advise & Enable Customer Teams Act as a trusted advisor to both on-site operators and portfolio stakeholders Coach customers on best practices for tenant experience, engagement strategy, and lifecycle management Present data-driven insights and recommendations that tie platform usage to business outcomes Cross-Functional Collaboration Partner with Product, Marketing, and Sales to deliver cohesive customer solutions Collaborate with internal stakeholders to align on account strategy, priorities, and growth opportunities Liaise with third-party vendors during onboarding and adoption phases Qualifications: 4+ years of experience in Customer Success, Account Management, or a customer-facing role in a SaaS or commercial real estate environment Proven experience owning customer relationships, including renewals and expansion Strong ability to manage both strategic portfolio conversations and operational execution Comfortable presenting account plans, performance insights, and renewal strategies to stakeholders Highly data-driven, with the ability to translate insights into actionable strategies Excellent communication skills across multiple stakeholder levels, from on-site teams to executives Strong problem-solving skills with the ability to operate in ambiguity and drive outcomes Experience driving product adoption and influencing customer behavior Highly organized and detail-oriented, with strong prioritization skills Proficiency with HubSpot (or similar CRM tools) CRE experience preferred What Success Looks Like High Gross Revenue Retention (GRR) and on-time renewals Growth in workflow and feature adoption across the portfolio Improved tenant health scores and engagement metrics Strong customer relationships with low escalation rates Clear pipeline of expansion opportunities Pay & Benefits The compensation range below includes base salary and bonus or on-target incentive compensation, if applicable. The range reflects HqO’s reasonable, good-faith estimate of what the company expects to pay for this role at the time of posting. Range: $100,000 - $130,000 Actual compensation will vary based on factors such as skills, experience, and qualifications. In addition to cash compensation, HqO employees are eligible for equity and comprehensive benefits. Perks & Benefits at HqO At HqO, we believe great work starts with great people, and supporting them inside and outside the office. Our benefits are designed to help you stay healthy, grow your career, and enjoy life along the way. We offer: Comprehensive medical, dental & vision plans for you and your dependents Fully paid parental leave (12 weeks), in addition to state and federal leave standards Pre-tax commuter benefits for qualified travel expenses Access to professional development tools, like free membership to LinkedIn Learning (thousands of expert-led courses) In-Office First Culture: Employees are in-office Tuesday, Wednesday, and Thursday Unlimited time off to recharge How To Apply For consideration, please submit your resume. We appreciate your interest in HqO and will be back in touch if it seems like your background and experience is a good fit!

Responsibilities

The Customer Success Manager owns the full customer lifecycle for large commercial real estate portfolios, driving adoption, renewal, and expansion. They collaborate with internal teams and on-site operators to execute the REX methodology and ensure tenant engagement.