Customer Operations Manager

About Venn

Venn is a fast-growing technology company transforming the relationship between renters and multifamily operators. Our platform seamlessly connects every aspect of apartment living—rent payments, events, services, maintenance, and community engagement—creating a lifestyle co-pilot for residents and an engagement engine for operators.

By leveraging resident behavioral data, Venn delivers personalized experiences at scale, driving long-term loyalty and unlocking new revenue opportunities. We’re trusted by industry leaders like Related Companies and Bozzuto and backed by top talent from companies like Fiverr, Kaltura, and Sonos, alongside seasoned real estate veterans.

Our vision? By 2025, Venn will be the fastest-growing Resident Operating System, powering 500,000 units—scaling to 2 million by 2026. We’re not just building software; we’re redefining how people experience home.

About the Role

We’re looking for a sharp, resourceful Customer Operations Manager to manage the operational execution of customer rollouts and ensure smooth, scalable launches.

You’ll manage the behind-the-scenes infrastructure that powers our implementations, including rollout timelines, platform configuration, internal task routing, data tracking, and cross-functional coordination. You’ll also help keep our operational tooling in shape — ensuring nothing slips through the cracks as we grow.

This role is part implementation lead, part systems thinker, and part air traffic controller. You’ll work hand-in-hand with Sales, CS, Product, and Support to make sure customers go live quickly, accurately, and with a clear plan for success.

What You’ll Do

Implementation & Launch Execution

• Own the full launch process from kickoff to go-live across both new and existing properties

• Manage project plans, track dependencies, and follow up on outstanding tasks across internal and client teams

• Handle data inputs and advanced configurations in the Venn platform (e.g., onboarding checklists, amenities, RentCafe and Yardi integrations, workflows, etc.)

• Assign and coordinate work across cross-functional teams (e.g., training, product support, integration follow-ups)

Operational Support & Internal Systems

• Maintain and improve implementation tools, templates, and workbooks (e.g., onboarding workbooks, Hub tasks)

• Route internal tickets and requests to the right teams (product, support, integrations, etc.)

• Own the task manager and Hub configuration to ensure visibility and consistency across account activity

• Conduct data hygiene reviews to keep client information accurate and actionable

• Partner with CS to ensure ongoing client-facing activities (e.g., feature releases, training content, property transitions) are tracked and supported

• Support audits and rollout prep for key accounts like Bozzuto, Related, and GID

Process & Scale

• Identify and eliminate bottlenecks in the onboarding and expansion process

• Propose operational upgrades and workflows that reduce manual work and improve speed-to-launch

• Help build a scalable operating model as Venn rolls out across larger enterprise accounts

What You Bring

• 3+ years in Customer Operations, Implementation, or Project Management at a SaaS or tech-enabled service company

• Proven ability to manage complex projects and coordinate across multiple teams

• High attention to detail — especially with timelines, client data, and task handoffs

• Clear, professional communication skills (written and verbal)

• Experience configuring SaaS platforms and managing client-facing data or workflows

• A systems mindset — you enjoy improving processes as much as executing them

Nice to Have

• Familiarity with the multifamily industry, Yardi, RentCafe, or proptech integrations

• Experience with project management tools like Monday.com, Asana, or HubSpot

• Comfort supporting customer-facing teams while owning internal operational execution

This role is hybrid (3 days/week in our cozy NYC office). For New York-based candidates, this position has an estimated annual salary range of $100,000 to $120,000, plus benefits and opportunities for equity. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors such as certifications. We welcome direct conversations with each candidate about compensation in all of our initial calls.