Senior Customer Success Manager

HousingWire is a media and information services company for housing industry leaders. Our mission is to move markets forward with information, events, and technology that build community and deliver insight. We serve decision-makers across real estate, mortgage, homebuilding, and fintech with award-winning journalism, proprietary data, and must-attend events. Our culture values curiosity, ownership, and innovation.

Role Overview

HousingWire is seeking a Senior Customer Success Manager to help shape and execute how we engage, support, and grow our platform users. This role is designed for an experienced SaaS operator who thrives at the intersection of customer success, product education, and revenue expansion.

This role is designed for someone who has previously built and run customer success or product adoption programs in a SaaS environment, not just participated in them.

You will be responsible for developing and executing our client success strategy—ensuring customers successfully adopt the HousingWire platform, realize ongoing value from our tools, and expand their use of our products over time. This includes managing a portfolio of customers, leading onboarding and training efforts, and identifying opportunities to deepen product engagement and upgrade customers into additional offerings.

This role blends strategy with execution. You will help design the frameworks and playbooks that guide customer success while also leading client calls, delivering training, and directly managing high-value accounts. The ideal candidate brings proven experience running customer success programs in a SaaS or data-driven environment and is comfortable operating with a high degree of autonomy.

You will partner closely with sales, marketing, and product leadership to refine customer engagement strategies, surface product insights, and continuously improve how we drive adoption, retention, and expansion across the platform.

What You’ll Do

Customer Engagement & Success

• Serve as the primary relationship owner for a portfolio of customers, ensuring they successfully adopt and use the platform.
• Lead onboarding and implementation for new clients, guiding them from discovery through initial value realization.
• Conduct product demos, trainings, and strategic sessions tailored to senior real estate and housing industry professionals.
• Build trusted relationships with client stakeholders and position HousingWire as a critical resource in their business.

Adoption, Retention & Expansion

• Monitor customer health, identify risks early, and proactively engage accounts to support long-term retention.
• Identify opportunities to increase product adoption and expand customer usage across additional tools and features.
• Lead targeted upsell conversations that align product capabilities with client needs and growth opportunities.

Program Development & Strategy

• Help design and refine the client success strategy, including onboarding frameworks, adoption playbooks, and customer engagement programs.
• Partner with marketing and sales to support campaigns and initiatives that drive product education and conversion.
• Translate frontline client feedback into actionable insights that inform product development and messaging.

Operational Excellence

• Maintain accurate account activity and notes in CRM systems.
• Develop scalable approaches to client onboarding, training, and engagement that support a growing customer base.
• Collaborate cross-functionally with product, marketing, and leadership to continuously improve the client experience.

What You Bring

• 5+ years of experience in customer success, account management, onboarding, or solutions consulting within B2B SaaS, data, or technology platforms.
• Proven experience managing a portfolio of customers and driving measurable outcomes, including adoption, renewals, and expansion revenue.
• Strong understanding of the real estate, mortgage, proptech, or broader housing ecosystem and how professionals in these industries use data and technology.
• Demonstrated ability to lead client conversations with senior stakeholders and translate business goals into actionable success plans.
• Experience designing or improving onboarding, training, or customer engagement programs—not just executing within them.
• Excellent communication skills and executive presence, with the ability to explain complex products in clear, practical terms.
• Highly self-directed with a strong sense of ownership and the ability to operate effectively with minimal oversight.
• Comfortable balancing strategic thinking with hands-on execution in a fast-moving environment.
  

Compensation & Benefits

• Position level: Senior individual contributor.
• Salary range: $80,000–$95,000 base, depending on experience and location.
• Bonus: Eligible for performance-based bonus.
• 401(k) with employer match.
• Comprehensive benefits including medical, dental, vision, and ancillary coverage options.
• Unlimited PTO plus Paid Parental Leave.
• Hybrid/remote work options, depending on location and business needs.