Customer Success Manager

About HqO HqO is connecting real estate to the people with an asset agnostic, cross-property suite of powerful applications and services that foster best-in-class, dynamic end-user experiences. HqO’s REX (Real Estate Experience) Platform assesses the health and performance of a person’s experience within a physical space while providing the necessary tools for operators to manage and optimize it, all from one central location.  HqO has been trusted to power 400 million+ square feet across 700+ properties in 32 countries, and we’re backed by some of the world’s most prominent VC and real estate companies as we continue to grow rapidly across the world.  We’re driven by our core values of LET’S GO (Learning, Excellence, Truth, Service, Goodness, Ownership) which define our culture and push us to do our best work every day. If you want to join a fast-growing, highly collaborative, and supportive team that is at the forefront of real estate transformation, we’re the company for you. Deliver a world-class customer experience by focusing on customer business outcomes, resulting in upsell & renewal opportunities About the role We’re hiring a Customer Success Manager (REX Consultant) to own a book of business comprising some of the world’s largest commercial real estate portfolios. This role is responsible for the full customer lifecycle—from launch and adoption through renewal and growth. It combines strategic account ownership with hands-on execution, partnering with portfolio stakeholders and on-site teams to drive measurable customer outcomes. Internally, you will collaborate closely with Sales, Marketing, and Product to ensure the HqO vision is consistently delivered across the platform. Own the Full Customer Lifecycle Partner with Sales to own the end-to-end customer lifecycle, including onboarding, adoption, renewal, and expansionBuild and execute 12-month account plans aligned to customer business objectivesLead renewal conversations, proactively managing churn risk and securing on-time renewals Drive Portfolio-Level Success & Growth Serve as the primary relationship owner for portfolio stakeholders and decision-makersIdentify, qualify, and advance expansion opportunities in partnership with SalesMaintain accurate account health, contract details, and risk indicators to inform strategy and forecasting Execute the REX Methodology at the Building Level Operationalize the REX Methodology (Activate, Engage, Orchestrate, Understand, Monetize) across assigned buildingsTranslate strategy into repeatable, day-to-day execution with on-site teamsEnsure consistent delivery of tenant experience programming and engagement initiatives Drive Platform Adoption & Tenant Health Obsessively monitor product usage and engagement to drive meaningful feature adoptionAnalyze tenant health signals (usage, engagement, sentiment) to identify risks and opportunitiesDevelop and implement strategies that improve tenant satisfaction, retention, and lifetime value Advise & Enable Customer Teams Act as a trusted advisor to both on-site operators and portfolio stakeholdersCoach customers on best practices for tenant experience, engagement strategy, and lifecycle managementPresent data-driven insights and recommendations that tie platform usage to business outcomes Cross-Functional Collaboration Partner with Product, Marketing, and Sales to deliver cohesive customer solutionsCollaborate with internal stakeholders to align on account strategy, priorities, and growth opportunitiesLiaise with third-party vendors during onboarding and adoption phases Qualifications: 4+ years of experience in Customer Success, Account Management, or a customer-facing role in a SaaS or commercial real estate environmentProven experience owning customer relationships, including renewals and expansionStrong ability to manage both strategic portfolio conversations and operational executionComfortable presenting account plans, performance insights, and renewal strategies to stakeholdersHighly data-driven, with the ability to translate insights into actionable strategiesExcellent communication skills across multiple stakeholder levels, from on-site teams to executivesStrong problem-solving skills with the ability to operate in ambiguity and drive outcomesExperience driving product adoption and influencing customer behaviorHighly organized and detail-oriented, with strong prioritization skillsProficiency with HubSpot (or similar CRM tools)CRE experience preferred What Success Looks Like High Gross Revenue Retention (GRR) and on-time renewalsGrowth in workflow and feature adoption across the portfolioImproved tenant health scores and engagement metricsStrong customer relationships with low escalation ratesClear pipeline of expansion opportunities Pay & Benefits The compensation range below includes base salary and bonus or on-target incentive compensation, if applicable. The range reflects HqO’s reasonable, good-faith estimate of what the company expects to pay for this role at the time of posting. Range: $100,000 - $130,000 Actual compensation will vary based on factors such as skills, experience, and qualifications. In addition to cash compensation, HqO employees are eligible for equity and comprehensive benefits. Perks & Benefits at HqO At HqO, we believe great work starts with great people, and supporting them inside and outside the office. Our benefits are designed to help you stay healthy, grow your career, and enjoy life along the way. We offer: Comprehensive medical, dental & vision plans for you and your dependentsFully paid parental leave (12 weeks), in addition to state and federal leave standardsPre-tax commuter benefits for qualified travel expensesAccess to professional development tools, like free membership to LinkedIn Learning (thousands of expert-led courses)In-Office First Culture: Employees are in-office Tuesday, Wednesday, and ThursdayUnlimited time off to recharge How To Apply For consideration, please submit your resume.  We appreciate your interest in HqO and will be back in touch if it seems like your background and experience is a good fit! Locations: Boston, MA