Description
The Customer Success Manager - Multifamily bridges the gap between technical execution and client retention. You will own the post-implementation lifecycle for Brivo’s multifamily property portfolios. This role is responsible for designing and delivering impactful training programs while proactively managing account health, accelerating community adoption, and serving as a trusted advisor to property managers and facility operators.
Key Responsibilities
Ensure implementation hand-over success and customer system capability
- Seamless Post-Implementation Transition: Act as the primary post-sale contact immediately following implementation. Partner closely with the Brivo Multifamily Implementation Specialists team to execute a structured, friction-free handover process from deployment to live operations.
- System Capability Verification: Validate that the hardware (smart locks, readers, control panels) and SaaS platform are fully integrated with the property management system (PMS) like Yardi, RealPage, or Entrata.
- Operational Readiness: Ensure property staff (property managers, leasing agents, and maintenance techs) are fully capable of navigating theBrivo platform, to manage resident credentials, monitor security video, and grant remote access.
Align customer and Brivo success criteria and value creation and mitigate risk
- Strategic Alignment: Partner with property management executives to document their specific definitions of success—such as reducing vacant unit turn times, eliminating physical key tracking overhead, or increasing property premium value.
- Value Proving & ROI: Conduct, participate in regular Executive Business Reviews (EBRs) to demonstrate quantifiable value (e.g., operational hours saved via automated credential provisioning, reduction in unauthorized access incidents).
- Risk Management: Proactively identify churn or stagnation risks early in the customer lifecycle. Track slow adoption patterns, unresolved technical hitches, or property staff turnover, deploying targeted intervention plans to secure high Net Revenue Retention (NRR).
Serve as a deep subject matter expert for new end-user customers
- Consultative Guidance: Serve as the definitive authority on multifamily physical security, smart building workflows, and cloud access control best practices.
- Cross-Functional Liaison: Translate complex technical features into clear business outcomes for the client. Channel user feedback directly to Brivo Product and Support teams to advocate for requested multifamily features, API upgrades, or feature enhancements.
- Feature Optimization: Audit customer configurations to suggest underutilized features, such as scheduling vendors, configuring visitor management, or leveraging cloud video analytics.
Customer success & account health
- Proactive Health Analytics: Utilize internal customer success tools to monitor system usage, analyzing key SaaS and hardware adoption metrics across your property portfolio.
- Lifecycle Retention Management: Deploy customized adoption frameworks and operational playbooks across residential portfolios, mitigating implementation friction to ensure optimal account health and maximize long-term client retention.
- Commercial Growth & Expansion: Collaborate with sales teams to identify upsell opportunities, scaling Brivo adoption via systemic hardware upgrades, additional site launches, and advanced module integrations.
Training & enablement
- Customized Educational Playbooks: Design flexible, scalable enablement paths tailored for various property roles, directly addressing high turnover among onsite leasing personnel.
- Onboarding & Feature Rollouts: Deliver interactive live and virtual sessions during key product releases to drive immediate utilization and long-term user engagement.
- Self-Service Enablement: Develop and distribute quick-reference resources, microlearning videos, and operational job aids to empower property teams to independently resolve resident access needs.
Skills, Knowledge & Expertise
- Industry Experience: 5+ years in proptech or residential real estate, with strong knowledge of property management operations, workflows, and systems such as Yardi, RealPage, or Entrata.
- Project Management: Experience developing and scaling deployment models, playbooks, and standardized rollout processes across large property portfolios.
- Enablement & Support: Skilled in creating onboarding and training programs that drive user self-sufficiency and reduce support needs.
- Data & Operations: Strong analytical skills with experience tracking deployment, adoption, and operational KPIs.
- Stakeholder Management: Excellent communication skills with experience partnering across property managers, site teams, and internal stakeholders.
- Technology: Proficiency with CRM and customer health platforms such as Salesforce and Gainsight.
- Travel: Willingness to travel up to 25% for on-site training and portfolio reviews.
Why Work for Brivo?
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 401 (k) with company match, and an unlimited 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.