Director, Customer Success - ApartmentIQ

About ApartmentIQ

ApartmentIQ is a profitable, growth-stage company building industry-leading martech and data products for the PropTech space. Our focus is on category-leading AI and data SaaS products with triple-digit growth rates. We are a fully remote team of 100+ spread across the U.S. from coast to coast.

ApartmentIQ is the all-in-one data platform powering smarter decisions across multifamily—covering 40M units with daily property and market intelligence used for surveys, research, and revenue management. We're trusted by 65% of the NMHC Top 50. Our sister company, MavenAI, delivers AI-powered marketing automation built by industry experts and integrated directly with property management systems, serving over 2M units.

The Role

As the Director of Customer Success for ApartmentIQ, you will lead the team that owns retention, adoption, and renewal across our entire ApartmentIQ customer base, from high-volume SMB books to strategic enterprise relationships.

You'll coach and develop a team of CSMs, set the operating rhythm that keeps every account healthy and every renewal on track, and help the team get ahead of churn before it starts. You will partner closely with Sales leadership so growth opportunities are surfaced and routed to the right seller, and you'll be the voice of the customer with Product, Support, and leadership.

This role reports to the SVP, CX.

What You'll Do

Team Leadership & Development

• Lead, coach, and develop a team of CSMs across SMB, Mid-Market, and Enterprise through regular 1:1s, call shadowing, and account reviews.
• Hire and onboard great CSMs, building bench strength for the team's next stage of growth.
• Use the CS Career Framework to set clear expectations, run growth conversations, and give every CSM a visible path to the next level.
• Set and support coverage standards across the book: engagement cadence, executive contacts, and success plans.
• Set the standard for relationship-building, judgment, and customer instincts across the team.

Retention & Renewal Ownership

• Own retention and renewal targets for the ApartmentIQ team’s book of business, as well as the forecast behind them.
• Run a proactive, visible renewal process so no renewal is a surprise.
• Lead the IQ risk and retention rhythm (health scores, risk reviews, save plans).
• Own the CS/Sales swim lanes with the Sales counterpart, making sure the team spots growth signals and routes them to the right seller.

Customer & Executive Relationships

• Stay close to the largest and most strategic accounts alongside CSMs, building executive relationships and stepping in on high-stakes renewals and escalations.
• Lead or join executive business reviews alongside CSMs.
• Act as the escalation point for the team, helping navigate complex, high-stakes conversations.

Insight & Operations

• Keep CRM data accurate and the health score trustworthy, using both to report on book health, churn drivers, and retention trends to leadership.
• Turn team insights into patterns (churn reasons, adoption gaps, product requests) and bring them to stakeholders who can act on them.
• Continuously improve processes, playbooks, and tooling.

Product & Technical Fluency

• Maintain deep fluency across ApartmentIQ's full product suite (Market Survey, Explore, Daylight, Fees, and future products).
• Understand data sourcing and validation to coach the team and engage methodology-focused buyers.
• Ensure the team is enabled on new releases before customers ask about them.

Cross-Functional Partnership

• Partner with Implementation, Support, and the MavenAI CS team for a seamless end-to-end customer experience.
• Bring the voice of the customer into Product roadmap conversations.
• Collaborate with Marketing on customer communication and advocacy.

What We’re Looking For

• 10+ years in Customer Success, account management, or a related client-facing role in B2B SaaS.
• 5+ years leading CS teams, including hiring, coaching, and performance management.
• Proven track record owning retention and renewal targets for a book of business.
• Experience building relationships with VP- and C-suite-level stakeholders across complex accounts.
• Multifamily, PropTech, or real estate experience preferred.
• Experience with data platforms or multi-product SaaS environments.
• Proven track record of building operating rhythms (forecasting, health scoring, risk reviews) and using data to drive decisions.
• Experience with Salesforce; Gainsight or Gong experience is a plus.
• A coach who sets clear expectations, gives direct feedback, and builds strong team culture.
• Comfortable building structure where it doesn't exist yet and engaging in operational details.
• Bachelor's degree or higher.
• Must be authorized to work for any employer in the U.S. without visa sponsorship.

Why Choose Us

• Remote-First: Flexible work-from-home policy across the U.S., balanced with high-energy in-person offsites.
• Competitive Compensation: Base salary reflective of your impact and expertise.
• Paid Time Off: Flexible vacation policy and dedicated paid parental leave.
• Health Benefits: Medical, Dental, and Vision insurance plans.
• Insurance Coverage: 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance, plus supplemental and pet insurance options.
• Retirement: 401(k) program to help build for the long term.