Client Success Manager - Multifamily Residential

At Ripple, we are a high-growth PropTech company on a mission to redefine the experience of renting. We're growing fast and doing big things—with 4.7 stars on Google from hundreds of happy customers who love our speed, transparency, and easy-to-use platform. We are building a best-in-class Client Success team to ensure our partners achieve maximum value from our platform.

You are the strategic partner responsible for driving value and managing the client's business health of your own client portfolio. After the sales team closes a new property owner, you take the lead. You are responsible for their entire post-sales journey, from a flawless technical implementation to driving their long-term business success.

We are looking for a strategic, commercially-minded individual who is just as comfortable managing a technical implementation as they are leading a business review. You are the client's primary advocate inside Ripple, responsible for driving platform adoption, ensuring they achieve their ROI, and identifying opportunities to grow the partnership.

This role is perfect for someone with a sales-oriented mindset and a strong technical aptitude who wants to build and own client relationships.

• Own the Client Relationship: Act as the primary owner and strategic partner for a portfolio of property owners. You are their main point of contact for everything from onboarding to strategic planning.
• Manage a Flawless Onboarding: Lead the technical and operational onboarding for new clients. This includes gathering all property data and client requirements to build a complete "strategic profile" in our systems, ensuring a seamless handoff to our operations team.
• Drive Client Value & Adoption: Proactively ensure clients are using our platform to its fullest potential. You'll monitor their "health," analyze usage data, and drive initiatives to help them achieve their business goals (e.g., faster leasing, better operations).
• Lead Strategic Business Reviews: Prepare and lead regular (e.g., quarterly) business reviews with clients to showcase the value Ripple is delivering, reinforce their ROI, and align on future goals.
• Identify Growth Opportunities: Act as the commercial lead for your accounts. You will identify opportunities for clients to get more value from Ripple, whether through new services, features (upsell/cross-sell), or case studies
• Serve as a Strategic Advocate: Act as the voice of the client internally, funneling their feedback to our Product and Operations teams to help shape our future roadmap. You will also manage any client escalations, quarterbacking the resolution process.

• You Own Your Business: You'll be trusted to manage your client portfolio like it's your own business, with real ownership over their success and a voice in our strategy.
• You'll Be a Key Player: You are the lynchpin between our clients and our company. Your success in growing these partnerships is critical to Ripple's growth.
• You'll work in a fast, tech-forward environment. No clunky processes here. We are building the best-in-class platform and client experience in our industry.

Keywords: Client Success Manager, Technical Account Manager, Implementation Manager, Onboarding Manager, PropTech, SaaS, Account Management

Requirements

• Required:
• 5+ years of experience in a client-facing, commercially-responsible role such as Client Success, Account Management, Technical Sales, or Business Development.
• Commercial Acumen: You're not afraid to talk about money, contracts, and ROI. You have a "salesy" instinct and are always looking for win-win opportunities to grow a partnership.
• Demonstrated Technical Competence: You are "systems-savvy," learn new software platforms quickly, and can confidently discuss data flows, integrations, and CRM structures.
• Exceptional Communication & Presentation Skills: You are a confident and polished communicator who is comfortable leading strategic meetings with business owners.
• A "Player-Coach" Mindset: You're hyper-organized and willing to get in the weeds to ensure 100% data integrity during onboarding, because you know it's the foundation for long-term success.
• Bonus Points (We'd love it if you have):
• Direct experience in multi-family residential property management.
• A technical degree or diploma (e.g., Information Systems, Computer Science, Engineering) or a business degree with a strong technical aptitude.
• Experience managing a book of business, with responsibility for retention and expansion targets, especially in a SaaS, tech, or PropTech environment.

Benefits

• Health and dental benefits
• Paid vacation and personal time off
• Professional development opportunities
• Flexible working hours (within a structured, in-person environment)
• Potential for long-term growth into a leadership role as the company expands