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Provide advanced Tier II technical support for a SaaS property management platform: own escalations, reproduce and document bugs, collaborate with Product/Engineering, mentor Tier I, create documentation and identify trends to improve product and processes.

Lead the Core Product team to define strategy, roadmap, and execution for a B2B SaaS property management suite. Drive AI-enabled product innovation, partner with cross-functional teams, own KPIs (adoption, NPS, retention), mentor product managers, and ensure timely, customer-focused delivery and go-to-market alignment.

Manage a portfolio of SaaS customers to drive retention, adoption, and growth. Serve as primary contact, monitor customer health, run QBRs, recommend optimizations, coordinate with Sales, Support, Product, and Professional Services, assist with renewals and expansions, and leverage AI tools to surface health signals and streamline communications.

Lead and coach a small sales team of Mid-Market AEs and Customer Account Executives to meet team quota. Own forecasting, pipeline accuracy, hiring, enablement, and sales process rigor. Drive new business, renewals, and expansion; partner cross-functionally with Marketing, Product, and Customer Success; represent the company at industry events.