Manager, Customer Success

Customer Success Team

 

The Opportunity

PredictAP is looking for a Manager of Customer Success to lead our CS function and take ownership of customer outcomes across the portfolio. You’ll manage a small team while also handling a portion of accounts yourself. This is a hands-on leadership role for someone who is deeply curious, solutions-oriented, and committed to building structure without overcomplicating. You’ll drive impact by understanding customer workflows, guiding successful onboarding and adoption, and mentoring the team to level up performance. You won’t just manage the team - you’ll own outcomes, drive renewals, and ensure customers are truly set up for success.

Key Responsibilities 

  •  Lead the Customer Success function by managing a small team and owning customer outcomes
  • Manage a portion of accounts to ensure onboarding, adoption, and retention goals are met
  • Act as the quarterback across onboarding and activation, aligning internal teams and setting clear expectations with customers
  • Oversee the renewal process and customer health throughout the lifecycle
  • Coach and support existing CSMs through regular 1:1s, feedback, and hands-on guidance
  • Identify and close gaps in onboarding, reporting, and customer workflow clarity
  • Act as the escalation point for accounts when challenges arise
  • Collaborate cross-functionally with product, sales, and support to advocate for customer needs
  • Use customer feedback to improve process, influence product, and drive long-term value 

Experience & Qualifications

  • 2-3 years Senior/Principal level CSM experience managing complex, strategic accounts - ideally in mid-market to enterprise environments
  • 1 -2 years experience mentoring or managing team members with a focus on development and accountability
  • Demonstrated ability to own outcomes across the full post-sale lifecycle (onboarding, adoption, renewal)
  • Ability to navigate large organizations and drive alignment internally and externally
  • Curious, proactive, and analytical - someone who digs in and finds solutions
  • Previous startup experience or proven success in fast-moving, ambiguous environments
  • Comfortable managing renewal strategy and contracts, in partnership with sales
  • Clear communicator who can lead internal discussions and bring visibility to customer health
  • Able to bring structure and clarity to CS operations without slowing things down 

About PredictAP

At PredictAP we are on a mission to help real estate companies achieve dramatic improvements in the efficiency of their back-office operations. We focus on delivering products that replace rote, manual-intensive tasks with automated, intelligent solutions. We look for parts of the process where there is a gap in the market.

PredictAP is the first and only AI-powered invoice coding tool for real estate accounts payable (AP) teams. It makes invoice coding faster and easier by eliminating manual data entry and learning coding patterns from past invoice history. We call it Intelligent Invoice Capture™

We are a remote company. While prior remote work experience isn't required, we look for team members who perform well when given a high level of independence and autonomy, and are excited about working with a remote team. Our culture is about working with smart people we respect and can laugh with—not about Foosball tables.

Benefits

  • 401k
  • Fully-Paid Health Insurance
  • Vision & Dental Insurance
  • Generous Maternity Leave
  • Fully Remote Work
  • Laptop of Choice, Purchased for You
  • 2x Annual Team Onsites
  • Genuinely Fun Teammates Who Enjoy Working Together