Manager of Customer Success | Housing

About the role

You will own the end-to-end success of our housing and healthcare customers by embedding yourself deeply within their operational workflows. This role requires you to act as a strategic partner at the highest level, engaging with executives and C-suite leaders to align EliseAI solutions with core business objectives. You are responsible for architecting and scaling a customer success organization that drives retention, expansion, and long-term trust. The position demands comfort with ambiguity and the ability to translate complex product value into clear, quantifiable outcomes for stakeholders across the business. You will build systems that empower your team to deliver consistent excellence while maintaining a sharp focus on revenue retention and account health. This is a leadership role that blends operational rigor with empathetic relationship management to ensure our partners see EliseAI as an indispensable ally. You will champion the mission of making essential services like housing and healthcare more accessible, efficient, and less burdensome for the people who need them most.

Key facts

What you'll do

Drive strategic customer success initiatives that directly influence product adoption, retention, and account expansion within the housing and healthcare sectors.

Lead the design and execution of customer success playbooks that identify churn risk and map scalable interventions for high-value accounts.

Own key performance metrics across the customer lifecycle, analyzing usage data and health scores to surface insights for executive stakeholders.

Collaborate closely with the sales organization to shape account strategies, identify upsell opportunities, and ensure seamless post-sale transitions.

Develop and run weekly performance reviews that leverage data to diagnose gaps, validate wins, and drive continuous improvement across the customer success team.

Partner with the product and engineering teams to synthesize client feedback and influence the roadmap for new features that enhance user outcomes.

Establish and iterate on onboarding and enablement curricula for new CSMs, ensuring rapid ramp-up and consistent delivery of EliseAI value.

Create and manage client education programs, including webinars, training materials, and executive briefings, in partnership with the marketing team.

Build and maintain strong relationships with property teams and healthcare providers to ensure they experience tangible efficiency gains and reduced administrative burden.

Attract, mentor, and grow top-tier talent to build a high-performing, scalable customer success function that supports the company's rapid growth.

Requirements

You must have direct experience building a customer success organization within a high-growth B2B SaaS startup that operates in complex, mission-critical markets.

You must bring a proven track record of managing and scaling a customer success team, with at least three years of hands-on leadership in this discipline.

You must demonstrate a strong history of managing risk, forecasting pipeline health, and identifying new growth opportunities through data-driven insights.

You must be skilled in navigating intricate cross-functional relationships, working effectively with sales, product, engineering, and executive leadership in a fast-paced SaaS environment.

You must possess excellent written and verbal communication skills, with the ability to tailor messaging for diverse audiences, from frontline staff to board-level executives.

You must show a strong sense of ownership, with the initiative to build and define the customer success function from the ground up as we scale.

You must be capable of communicating candid, constructive feedback to your team in a way that drives performance without compromising psychological safety.

You must have strong customer-facing and presentation skills, including the ability to establish credibility and trust with executive-level stakeholders in both housing and healthcare contexts.

You must be willing to work in person at our office in New York City 4-5 days per week to foster close collaboration and team cohesion.

Nice to have

Experience in industries related to housing or healthcare would deepen your understanding of our clients' unique challenges and operational realities.

A background in managing customer success for regulated industries or mission-critical services would align well with our compliance-conscious environment.

Familiarity with AI-driven workflows and tools would support your ability to leverage EliseAI platforms as part of your engagement strategy.

Practical notes

This is a full-time position based in New York City, requiring 4-5 days of in-office presence each week.

Relocation packages are available and will be supported to ease the transition to the New York City office.

The role reports to a senior leadership level and requires comfort with fast growth, intense responsibility, and constant evolution.

Candidates must be legally authorized to work in the United States without sponsorship requirements at this time.

The environment is high-velocity and expects rapid adaptation, strong ownership, and consistent delivery against ambitious goals.

Why join

Growth and impact define the ethos of this role, offering the chance to join EliseAI during a pivotal phase of scaling and market leadership. In this position, you will write the playbook for customer success rather than follow an outdated template, shaping how we support partners in housing and healthcare. Every day presents an opportunity to identify new levers for efficiency, adoption, and retention while the rest of the team provides structured support and mentorship. You will learn what works at scale and what does not, iterating quickly in an environment built for learning and execution. If you are driven, resilient, and ready to build something massive alongside a team of ambitious problem-solvers, this role is your next step.

Benefits

In addition to the competitive compensation package, EliseAI provides a comprehensive suite of benefits designed to support your long-term success and well-being. You will receive equity in the company, aligning your interests with the long-term vision of the platform. Full medical, dental, and vision premiums are covered at 100%, reducing barriers to essential care for you and your family. Fully paid parental leave ensures you can welcome new family members without financial stress. Commuter benefits are included to ease daily travel, and 401k contributions help you build long-term financial stability. A fitness and home services stipend empowers you to maintain balance while focusing on ambitious goals. You will work within a collaborative in-office environment that features an open floor plan, a fully stocked kitchen, and all meals covered during office days. Unlimited vacation and paid holidays provide flexibility to recharge and maintain peak performance. We handle relocation packages to make the move to New York City as smooth and exciting as possible, supporting you from arrival through integration into the team.