Customer Success Manager

About the Company

HqO is connecting real estate to the people with an asset agnostic, cross-property suite of powerful applications and services that foster best-in-class, dynamic end-user experiences. HqO’s REX (Real Estate Experience) Platform assesses the health and performance of a person’s experience within a physical space while providing the necessary tools for operators to manage and optimize it.

Responsibilities

• 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
• Serve as the primary relationship owner for portfolio stakeholders and decision-makers
• Identify, qualify, and advance expansion opportunities in partnership with Sales
• Operationalize the REX Methodology across assigned buildings
• Monitor product usage and engagement to drive meaningful feature adoption
• Present data-driven insights and recommendations that tie platform usage to business outcomes

Requirements

• 4+ years of experience in Customer Success, Account Management, or a customer-facing SaaS/CRE role
• Proven experience owning customer relationships, including renewals and expansion
• Ability to manage both strategic portfolio conversations and operational execution
• Highly data-driven with the ability to translate insights into actionable strategies
• Proficiency with HubSpot or similar CRM tools
• Strong communication skills for interacting with on-site teams and executives

Preferred Qualifications

• Commercial Real Estate (CRE) experience