New Neighbor Success Manager

Responsibilities

• Lead daily huddles to align on priorities, pace, coverage, and the plan for the day, ensuring the team is clear on goals and execution.
• Own floor leadership during peak hours: manage walk-ins, protect tour coverage, remove blockers in real time.
• Build a consistent daily rhythm: pipeline reviews, follow-up audits, tour debriefs, and end-of-day recap.
• Own weekly and monthly leasing targets for the property (leases signed, occupancy pacing, and revenue/price discipline as directed). Lease alongside the team; expected to close a meaningful share of leases while leading execution.
• Coach consultative selling: discovery, objection handling, urgency, and closing — every strong conversation ends with a clear next step.
• Maintain strong CRM hygiene with accurate stages, notes, tasks, and follow-up timing, operating with a “no lead left behind” standard.
• Manage the funnel end-to-end (lead → tour → app → approval → signature) and drive rapid corrective action when conversion slips.
• Use data and CRM insights to forecast pace, diagnose constraints, and improve productivity and conversion outcomes.
• Provide weekly reporting to leadership: pace-to-goal, funnel health, wins, risks, and a clear action plan.
• Develop broker, relocation, and employer relationships to generate incremental demand (not purely reactive leasing).
• Support local outreach/events that reliably convert into tours and applications.
• Partner cross-functionally with leasing and property operations to ensure unit readiness, seamless move-ins, and timely resolution of leasing-related escalations.
• Escalate constraints early (inventory gaps, pricing friction, process breakdowns) with proposed solutions and owners.
• Deliver a consistent, high-touch prospect-to-move-in experience aligned with Flow’s voice and service standards.
• Set the standard for communication quality, responsiveness, professionalism, and follow-through across the onsite team.
• A predictable daily operating system is in place, including huddles, pipeline discipline, follow-up audits, and a consistent coaching rhythm.
• Success looks like a predictable daily operating system with consistent huddles, strong pipeline discipline, regular follow-up audits, and a steady coaching rhythm.
• Pace-to-goal is clear each week; risks are surfaced early with a concrete recovery plan.
• Conversion improves (tour-to-app, app-to-approval, approval-to-signature), and CRM accuracy is consistently high.
• The team performs with urgency and accountability even when senior leadership is offsite.

Ideal Background

• 5+ years of leadership experience in consultative sales, customer success, hospitality management, real estate operations, or related client-facing functions; multifamily/resident experience strongly preferred.
• Exceptional communication, presentation, and interpersonal skills.
• Tech-forward mindset; comfortable with CRM dashboards, analytics, automation tools, and operational workflows.
• Proven ability to coach performance, run a daily cadence, and drive outcomes through KPIs.
• Strong CRM fluency and comfort with funnel metrics, reporting, and follow-up discipline.
• High presence and floor leadership; calm under pressure; solutions-first.
• Flexible schedule required, including weekends and occasional evenings as business demands.
• High-ownership mentality: first in, last out when needed, stays in it until the job is done.