Note: To be eligible for this role, you must be available to work across multiple U.S. time zones, with a primary focus on supporting clients in the West Coast and Mountain Time Zones. This is a remote role; however, we're looking for someone who is located in California, ideally within commuting distance of San Diego or Los Angeles.
About the Role
We're hiring a Client Success Manager to own some of our most complex and highest-value municipal relationships across the Pacific and Mountain time zones. This role goes beyond day-to-day account management: you'll act as a trusted advisor to city and county leadership, translate platform data into clear business outcomes, and present that value in polished, client-ready formats.
As the primary relationship owner for a portfolio of Enterprise and Strategic accounts, you'll lead onboarding and expansion, drive adoption of Rentalscape across compliance, tax, registration, and enforcement use cases, manage renewals, and consistently demonstrate ROI. Much of this happens in front of clients, either virtually or during onsites, so comfort building and delivering compelling presentations, running working sessions, and traveling as needed is essential.
This role is based in the Western region, with a strong preference for candidates in the Los Angeles or San Diego area.
What You'll Do
- Own the full lifecycle for a book of Enterprise and Strategic municipal accounts: onboarding, adoption, retention, renewal, and expansion.
- Serve as a strategic advisor to senior client stakeholders, connecting platform usage to their policy, revenue, and operational goals.
- Build and deliver client-ready Client Business Reviews and value presentations that turn data into a clear ROI narrative.
- Analyze account and platform data to surface trends, risks, and opportunities, then present findings persuasively to both clients and internal teams.
- Travel to client sites for onsite, working sessions, and reviews as needed.
- Partner with Sales on renewals and expansion, and act as the bridge between clients, Implementation, Support, and Product.
- Identify and act on churn risk early using account health and risk signals.
To Be Successful in This Role, You Will Need
- 5+ years in customer success, account management, or a related client-facing role, with experience owning enterprise or strategic accounts; SaaS or GovTech experience strongly preferred.
- Demonstrated ability to build and deliver client-facing presentations, both in person and over Zoom or Teams, including live technical and product demos.
- Strong data fluency: able to independently analyze account data, build a value story around it, and present it confidently to senior stakeholders.
- Proven success driving retention, expansion, and satisfaction across a book of high-value accounts.
- Excellent communication and interpersonal skills, with the ability to translate technical concepts into clear guidance for non-technical audiences.
- Strong understanding of customer success metrics, KPIs, and account health management.
- Proficiency with CRMs (HubSpot, Salesforce) and comfort working in BI or analytics tools.
- Willingness to travel within the region for onsites and client engagements.
- Based in the Pacific or Mountain time zone, with a strong preference for the Los Angeles or San Diego area.
- Bonus: familiarity with short-term rental compliance, taxation, and/or municipal operations.
Compensation
- Competitive base salary plus upsell commission
Benefits
- Remote/hybrid work in the U.S.
- Supportive and family-friendly work environment with flexible hours
- A range of health and wellness benefits, including an Employee Assistance Program (EAP)
If you're interested in this role but don't meet 100% of the requirements listed, we encourage you to apply anyway.
