Customer Success Manager

About InvestNext
Simplifying real estate investment, amplifying opportunity, built to scale.
At InvestNext, we’re building a connected real estate investment management platform that gives GPs and Investor Relations teams the essential tools to cultivate strong investor relationships, reduce administrative expenses, and grow portfolios.
Inspired by our Detroit roots, we’re democratizing real estate investing for all, and reshaping the future with the same grit and bold vision that has driven Detroit’s resurgence. For us, democratizing real estate investing is more than just a mission—it’s a movement. We're creating accessible pathways for everyone to engage in wealth-building opportunities, transforming how people invest and secure their futures.
A mission focused on real transformation. We’re building a diverse team that’s passionate about our culture, our product, and our purpose. Joining us isn’t just about a job—it’s about aligning with a movement that combines professional growth with genuine community change. Here, you’re not just building a career; you’re helping redefine the future of real estate investing.
Join the movement.
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Customer Success Manager
As a Customer Success Manager (CSM), you will play a key role in driving customer retention and satisfaction by proactively managing a portfolio of accounts. You will serve as a strategic advisor, helping customers maximize the value of their InvestNext subscription, ensuring a seamless customer journey, and identifying opportunities for growth. The ideal candidate will have a customer-centric mindset, strong relationship-building skills, and the ability to balance proactive engagement with problem-solving.
Who We Are 
The CXAM team at InvestNext is responsible for fostering strong customer relationships, driving renewals, and expanding revenue through strategic engagement. We prioritize customer retention and satisfaction, ensuring our customers achieve their investment management goals while maximizing their use of the platform.
In this role, you will
Drive Customer Success & Retention:

• Own the post-sales customer journey, ensuring customers achieve their desired outcomes.
• Proactively engage with customers through check-ins, QBRs, and personalized outreach.
• Address potential churn risks by identifying warning signs early and executing mitigation strategies.

Expand Revenue Opportunities:

• Identify expansion opportunities within existing accounts by introducing relevant features and services.
• Work closely with the Account Manager and Sales teams, collaborating on our post-sales strategy; together, you’ll develop best practices and exceptional customer experience standards when engaging in  upsells and cross-sells.
• Ensure customers leverage the full suite of InvestNext solutions to maximize retention.

Build & Maintain Strong Customer Relationships:

• Serve as the primary point of contact for your assigned accounts, developing deep relationships that will enhance their overall experience, while also ensuring we proactively manage any potential unmet expectations.
• Act as a trusted advisor by providing industry insights, best practices, and strategic guidance to maximize our product’s value in their operations.
• Advocate for customers internally, ensuring their needs inform product enhancements and service improvements.

Leverage Data & Tools for Success:

• Monitor customer health scores and engagement metrics to proactively address risks.
• Utilize CRM and analytics tools to track interactions, retention trends, and expansion potential.
• Document key customer insights to drive strategic account planning.

Collaborate Across Teams:

• Share customer feedback to inform roadmap decisions and operational improvements.
• Support onboarding and implementation teams by ensuring smooth customer transitions.

If you're right for this role, you will

• Have 3+ years of experience in customer success, account management, or a related role.
• Excel at relationship management and thrive in customer-facing environments.
• Have a strong ability to identify and address customer pain points and opportunities.
• Approach customer engagement with creativity 
• Are proficient in CRM tools like Salesforce and customer engagement platforms.
• Demonstrate excellent written and verbal communication skills, seamlessly adapting to different types of customers.
• Are results-driven, proactive, and highly organized - nothing slips past you.

Our Tech Stack

• Salesforce
• Intercom
• Asana
• G-Suite
• Atlassian (Jira & Confluence)
• Slack

Metrics That Matter

• NPS
• Retention
• Renewals
• Expansion Revenue

Compensation 
We’re committed to paying fairly and competitively, and utilize market data as a starting point when developing total compensation for all roles. We consider skill requirements, role responsibilities, pay equity, and our company’s sustainability to develop our standardized salary bands across the company. 
Benefits 

• Fully remote work, within the US and Canada
• Robust 99% employer-paid medical, dental, and vision insurance 
• 401k with 100% employer match, up to 4% of your annual salary
• Generous monthly allowance to support your wellness and remote work 
• Uncapped paid time off, with a required minimum to support our team’s work-life balance and help avoid burnout
• 11 company-wide holidays per year
• 16 weeks of paid parental leave
• Travel to spend time with the team, including company-wide offsites
• Laptop of choice

Salary
In addition to our robust benefits, cash compensation for this role is a combination of salary and performance-based bonuses. We believe in recognizing and rewarding exceptional performance with uncapped bonuses.
Base salary is determined with the consideration of experience and role expectations, in alignment with our salary bands. The salary for a Customer Success Manager ranges from $90,000 to $100,000 per year for this mid-level role. Additionally, this role qualifies for quarterly bonuses based on KPI performance, with accelerators to reward exceeding performance targets.
Equity Grant
As a reflection of our core principle See it, Own it, we believe ownership empowers folks to do their best work and be fulfilled with real outcomes. All employees receive an equity grant in alignment with standardized allocations to remove bias in our grant process.