Customer Success Manager

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!