Customer Account Manager

Customer Account Manager
Location: San Francisco preferred; exceptional candidates in other locations may also be considered.

About the Role
ManageCasa is seeking an experienced Customer Account Manager with excellent communication, writing, and customer relationship skills. The ideal candidate is confident speaking with customers, listens carefully, understands their needs, and can clearly explain solutions.

This role focuses on helping customers succeed with ManageCasa and Minii AI while driving strong renewals, retention, and account growth. You will build trusted relationships, identify customer needs, and confidently recommend relevant products, features, and upgrades.

Candidates with experience at AppFolio, FRONTSTEPS, Enumerate, Buildium, or Yardi are preferred and strongly encouraged to apply.

• Build and manage strong relationships with existing customers.
• Communicate confidently with customers by phone, video, and email.
• Proactively understand customer needs, goals, challenges, and concerns.
• Guide customers through ManageCasa features, workflows, and best practices.
• Conduct onboarding, training, product demonstrations, and account reviews.
• Resolve customer concerns and coordinate with internal teams when needed.
• Monitor customer satisfaction, product adoption, and account health.
• Support renewals and proactively reduce churn.
• Identify and close upselling, cross-selling, and account-expansion opportunities.
• Present solutions, explain value, discuss pricing, handle objections, and close deals.
• Create clear, engaging customer newsletters, product updates, and announcements.
• Maintain accurate customer and sales information in the CRM.

• Experience in Customer Success, Account Management, SaaS sales, or a related role.
• Proven success with upselling, cross-selling, renewals, and account expansion.
• Excellent verbal and written communication skills.
• Strong customer-facing and presentation skills.
• Confident speaking with customers and handling challenging conversations.
• Ability to listen carefully, ask effective questions, and identify customer needs.
• Strong sales ability with a customer-focused approach.
• Ability to explain software features and business value clearly.
• Excellent writing skills, including customer emails, newsletters, and product communications.
• Organized, proactive, attentive, and consistent with follow-up.
• Experience using CRM and customer-success tools.
• Property management, HOA, or community association experience is preferred.