OneQuext is the smart community platform built for the modern multifamily industry. Formed through the merger of Geokey, Quext, and Homebase, OneQuext delivers a unified suite of technology solutions — including access control, IoT devices, managed connectivity, resident engagement, and payment processing — across more than 100,000 connected units nationwide. We build technology that helps apartment owners and operators create communities where people love to live. We do it with the operational rigor, technical depth, and partnership-first approach that the industry’s best operators demand.
Job Summary:
Under the supervision of the Vice President of Customer Experience, the Customer Success Manager owns a named portfolio of multifamily property accounts — serving as the primary relationship owner and day-to-day point of contact for property operators following go-live. The Customer Success Manager is responsible for ensuring customers are onboarded smoothly, adopt the platform effectively, remain healthy and engaged throughout the relationship, and experience the full value of their OneQuext investment. This role is also a growth role — CSMs are expected to proactively identify and develop expansion opportunities within their portfolio, escalate support issues on the customer’s behalf, and relay product feedback and operational observations back to the internal team. The Customer Success Manager is a developing customer relationship professional — building the account ownership skills, product depth, and commercial instincts that define a long-term career in customer success at OneQuext.
Responsibilities:
• Named Account Ownership & Relationship Management
o Own the post-go-live customer relationship for an assigned portfolio of named accounts — serving as the primary point of contact for day-to-day customer needs, platform questions, and ongoing relationship management.
o Build strong working relationships with property managers, on-site staff, and regional contacts at each assigned account — maintaining regular, proactive communication that keeps customers informed, engaged, and confident in the platform.
o Develop a working understanding of each account’s property portfolio, operational priorities, and platform adoption status, using that knowledge to stay ahead of customer needs and identify risks before they surface as complaints.
o Escalate complex account situations, at-risk relationships, or issues requiring senior judgment to the VP of Customer Experience or a Senior CSM, providing complete context and a recommended course of action.
• Onboarding & Project Handoff
o Receive newly activated properties from the project management team at go-live, reviewing handoff documentation to understand site-specific configuration, open items, and any commitments made during the installation process.
o Conduct onboarding sessions with property staff following go-live — walking through platform navigation, resident onboarding workflows, access management procedures, and support escalation pathways to ensure the team is operational from day one.
o Monitor new property health during the first 90 days post-go-live, identifying and addressing adoption gaps, unresolved configuration questions, or open installation items before they create friction for the customer.
o Coordinate with the support team during the stabilization window to ensure any post-installation technical issues are resolved promptly and with clear communication back to the customer throughout.
• Health Checks & Proactive Engagement
o Conduct regular account health checks across the assigned portfolio on a cadence appropriate to each account’s size and relationship status — proactively identifying indicators of underutilization, dissatisfaction, or churn risk.
o Maintain accurate health scores for assigned accounts, using platform usage data, support ticket history, and direct customer feedback to inform engagement priorities and flag accounts that need elevated attention.
o Support QBR preparation and delivery for assigned accounts under the direction of the VP of Customer Experience — contributing account data, usage summaries, and relationship context that make QBR conversations productive and value-focused.
o Follow up consistently on all customer commitments — ensuring that action items from health checks, QBRs, and support escalations are completed on time and communicated back to the customer.
• Expansion Identification & Development
o Proactively identify expansion opportunities within the assigned account portfolio — including additional units, new product categories, upsell activations, and portfolio growth — logging all opportunities in the CRM before any Sales team involvement.
o Develop and present expansion proposals to customers by connecting new product capabilities to their stated operational priorities and demonstrating incremental value on top of their existing investment.
o Work within the defined CS expansion framework to qualify, develop, and close expansion deals independently, escalating to Sales when deal complexity or account size warrants co-sell support.
o Treat every health check, onboarding session, and customer interaction as an opportunity to deepen platform adoption and identify new ways OneQuext can deliver value across the customer’s portfolio.
• Renewal Support
o Monitor upcoming renewals within the assigned portfolio and flag renewal timelines, health risks, and customer sentiment to the VP of Customer Experience well in advance of contract expiration.
o Support renewal conversations for assigned accounts under the direction of the VP of Customer Experience — reinforcing platform value, addressing concerns, and maintaining the customer relationship through the renewal process.
o Identify early indicators of renewal risk — including declining usage, unresolved support issues, or shifts in stakeholder relationships — and escalate them proactively with a recommended retention approach.
• Support Escalation & Customer Advocacy
o Serve as the customer’s internal advocate when support issues are affecting operations — escalating tickets on the customer’s behalf, coordinating with the support team to prioritize resolution, and maintaining direct communication with the customer until the issue is fully resolved.
o Ensure that assigned accounts never experience a significant service disruption without a CSM actively engaged in driving resolution and keeping the customer informed throughout.
o Document all escalated support issues for assigned accounts — maintaining a clear record of incident history, resolution timelines, and any commitments made to the customer during the process.
• Product Feedback & Customer Voice
o Capture and document customer feedback on product performance, feature gaps, workflow friction, and competitive observations during account interactions, and relay that intelligence to the VP of Customer Experience in a structured, actionable format.
o Identify patterns across assigned accounts that point to shared product gaps or adoption barriers, surfacing them to the VP of Customer Experience for escalation to the CPO and product team.
o Keep assigned accounts informed of relevant product updates, new feature releases, and platform improvements — framing changes in terms of the customer’s specific operational context and encouraging adoption of new capabilities.
• CRM, Reporting & EOS Accountability
o Maintain accurate, current, and complete records for all assigned accounts in the CRM — including contact information, health status, open opportunities, active issues, and interaction history.
o Provide regular portfolio updates to the VP of Customer Experience, including health summaries, expansion pipeline status, upcoming renewals, and any accounts requiring escalated attention.
o Participate in weekly L10 meetings and EOS scorecard reviews, contributing portfolio metrics and surfacing issues that require cross-functional support.
o Track personal performance metrics including net revenue retention, expansion ARR contribution, renewal rate, and customer satisfaction scores across the assigned portfolio.
Requirements:
• Bachelor’s degree in business, communications, real estate, or a related field preferred; equivalent experience will be considered.
• 1–3 years of experience in a customer success, account management, or client-facing role — experience in a SaaS, PropTech, or technology environment is a plus.
• Genuine customer empathy and a proactive service mindset — someone who takes personal ownership of the customer’s experience and follows through on every commitment.
• Developing commercial instincts — able to identify expansion opportunities, build a value-based conversation, and work toward closing upsells within a defined CS framework.
• Strong written and verbal communication skills with the ability to manage multiple customer relationships simultaneously without losing attentiveness or quality.
• Organizational discipline and CRM hygiene — able to maintain accurate account records and manage a portfolio of named accounts without items falling through the cracks.
• Comfort working cross-functionally with Sales, Support, Product, and Project teams to coordinate customer outcomes across the full lifecycle.
• Familiarity with multifamily property management, smart building technology, or PropTech platforms is a plus.
• Experience with EOS (Entrepreneurial Operating System) or similar operating frameworks is desirable.
Additional Duties:
The above list of responsibilities is not exhaustive. As a dynamic, high-growth company, OneQuext may require additional duties, responsibilities, or tasks not listed here. Employees are expected to remain flexible, adaptable, and willing to take on new challenges as the needs of the business evolve. This job description is intended as a guide, not a comprehensive or binding definition of the role.
* Madera Residential, LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, genetic information, marital status, sexual orientation, national origin, disability, age, veteran status, or any other characteristic protected by federal, state, or local law.