Customer Success Manager

Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company – we're building the category-defining platform that will transform how an entire industry operates.

Here's The Reality Of Our Trajectory

• Growing 100% year-over-year
• Our AI product (HOAi) went from $0 to millions in months
• Backed by Cove Hill Partners and JMI Private Equity
• 6M+ doors on our platform, displacing legacy systems

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here.

• This individual must reside in Texas, Florida or California.

Overview

Vantaca's Customer Success Managers are the frontline of customer value—and we're raising the bar on what that means. This isn't a check-in-and-renew role. We're looking for CSMs who are genuinely curious about how software works, comfortable navigating the Vantaca platform at depth, and confident enough to sit in a customer's conference room, watch how their team operates, and come back with a plan to make it better.

You will carry a portfolio of community management companies and be accountable for retention, product adoption, and value realization. The difference is how you get there: through deep product fluency, onsite presence when it matters, and a genuine understanding of the community association management industry—not just relationship management from behind a screen.

You will know your customers’ businesses well enough to anticipate what they need before they ask. The best CSMs in this role are not waiting for the conversation to come to them; they are already in motion, identifying where customers are underutilizing the platform, where risk is building, and where the next stage of their success is waiting to be unlocked. You will be the most credible voice in the room on where the platform is going and how your customers can stay ahead of it.

Accountability Key Initiatives

• Advisor, consultant, relationship manager
• Value realization and ROI demonstration
• Product adoption and utilization optimization
• Customer advocacy
• Maintain touchpoints with customers based on segmentation
• Adept on the product and industry
• Monitors & reports on customers health score
• Collaboration with Account Management on retention and expansion strategy

Expectations for Success

• Logo and Net Revenue Retention (NRR) across portfolio – retention is the foundation, expansion is the expectation
• Product adoption depth and utilization benchmarks
• Customer NPS / CSAT
• Escalation rate and time-to-resolution on product friction issues

Responsibilities

Product Adoption & Enablement

• Drive deep, workflow-level adoption of the Vantaca platform across your portfolio—not just login rates, but meaningful utilization of the features that drive customer outcomes
• Troubleshoot common product friction points directly with customers; know the platform well enough to diagnose simple issues, walk customers through workarounds, and determine when to escalate to Support or Product
• Proactively identify underutilized features and lead customers through adoption in a way that connects to their specific business operations
• Stay current on the product roadmap and new releases; communicate and demo new capabilities to customers in ways that resonate with how they work

Customer Relationships & Onsite Engagement

• Own relationships at multiple levels of the customer organization—from day-to-day admins to executive sponsors
• Customer goals become your goals. You’re ultimately building a long-term success partnership where customers trust you to guide them forward
• Go onsite when it matters: conduct workflow discovery sessions, observe how teams use the platform in practice, and use what you learn to build smarter success plans
• Deliver clear, action-oriented communication and follow-ups that drive accountability on both sides
• Facilitate business reviews that connect platform usage data to customer KPIs and ROI—not generic QBRs, but conversations that demonstrate you understand their business

Retention & Growth

• Own logo and net revenue retention for your portfolio as the primary success metric
• Partner with Account Management on expansion opportunities identified through your proximity to the customer
• Monitor and report on customer health scores proactively; surface risk early and execute turnaround plans before renewals become conversations
• Serve as the voice of the customer internally—bring customer feedback, friction points, and product requests to Product and Development with context and business impact

Industry & Product Expertise

• Develop genuine expertise in community association management operations—understand how management companies are structured, how they get paid, what makes them efficient, and where Vantaca fits
• Stay ahead of the AI capabilities being embedded in the platform and help customers understand and adopt them
• Participate in industry events, user groups, and customer communities as a credible Vantaca voice

Requirements

• 3+ years in Customer Success, Account Management, or a customer-facing role at a B2B SaaS company—with a real track record of driving adoption and outcomes, not just maintaining relationships
• Demonstrated product fluency: you're the person who actually reads release notes, learns new features before customers ask about them, and can navigate a complex platform to help someone who's stuck
• Comfort with basic troubleshooting—you don't need to write code, but you can work through product issues methodically and know when you're at the boundary of what you should solve yourself
• Strong onsite presence: comfortable walking into a customer's office, facilitating a working session with their team, and translating what you observe into a concrete improvement plan
• Exceptional communication—written, verbal, and in-room; you can present to a front-line manager and to a CEO in the same day and calibrate appropriately
• High organizational discipline: you manage a portfolio, which means a lot of moving pieces. You prioritize ruthlessly and nothing falls through the cracks
• Active AI Fluency: you're not waiting for someone to explain AI to you—you're already utilizing AI tools in your day-to-day, and you're excited about what it means for our customers
• Willingness to travel up to 25%, with the judgment to know when an onsite visit is worth it
• Bachelor's degree or equivalent experience in business, operations, communications, or a related field
• Experience in PropTech, FinTech, or community/property management is a plus—not a requirement if you're a fast learner with strong industry curiosity

Core Values

• Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the platform. Always ready to learn quickly about emerging AI technologies and infrastructure patterns, helping themselves and the team grow.
• Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily platform work, working closely with engineering teams, listening to their infrastructure needs, and celebrating technical successes together.
• Accountability Starts with Me: Notices platform problems and takes personal action to solve them. Takes ownership of platform performance, reliability, and the success of internal customers building on the platform.
• Unwavering Commitment to Customer Experience: Regularly talks to internal customers (product teams, engineers), taking personal responsibility to understand what they need from the platform, address infrastructure concerns, and make their development experience better with improved platform capabilities.
• Innovate Boldly: We challenge the status quo and push technical boundaries to create meaningful change. We act with urgency and purpose, knowing that platform innovation drives our AI-native product success.

Why You Should Join Our Team

• AI-First Product Culture - Build the intelligent infrastructure that powers AI innovation at scale
• Our eNPS is +68! (Google it, that is great)
• Benefits: Medical, Dental, and Vision kick in day one
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year)
• 401K with Company Match
• Remote Flexible - come to the office when needed
• Great parental leave benefits
• Named on Inc 5000 list of America's Fastest Growing Private Companies
• Named on Inc 5000 Vet 100 Private Companies list multiple years in a row
• Winner of Coastal Entrepreneur Award, Technology Category
• Active employee-led Culture Committee
• Ongoing industry and professional development trainings available to all employees
• Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community
• We're playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We're building something cool and people like it here

We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position.

If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.