Customer Success Manager
Foxen
Administration
Columbus, OH, USA
Posted 6+ months ago
Who We Are:
Founded in 2018 and headquartered in Columbus, Ohio, Foxen provides innovative insurance compliance solutions and financial services for the mutual benefit of property owners, managers, and residents in multifamily real estate. Foxen is comprised of technologists and developers, insurance and finance professionals, and property management industry veterans. We leverage extensive expertise and collaboration to deliver technology-driven solutions that seamlessly meet the needs of our customers. Foxen’s products revolutionize flawed and antiquated processes, while simultaneously creating property revenue and financial wellness for residents.
Foxen earned a spot on Inc.’s 2025 Best Places to Work list - a proud reflection of the culture we’re building as we grow. We’re scaling fast and looking for people who want to be part of something exciting. Meet the team at foxen.com/about-us.
Job Overview:
As a Customer Success Manager, you’ll be responsible for the day-to-day site level administration of the risk compliance program including monitoring daily compliance, property level training, onboarding of new properties and general oversight of an assigned portfolio of properties. You’ll be a valuable member of a growing team of entrepreneurial minded professionals focused on disrupting the multifamily risk compliance industry and will have the opportunity to assist in the development of the company’s operational platform.
What You'll Do:
- Customer Relationship & Adoption:
- Serve as the primary strategic partner and escalation point for key leaders and property-level staff, fostering strong relationships and driving resolution for complex customer service and technical account inquiries.
- Lead the successful onboarding, training, and adoption of the Foxen platform for new customers and their properties, ensuring a logical, timely, and positive integration experience.•Champion product comfort and communication by training staff on Foxen product features and benefits, empowering them to effectively communicate the value proposition to residents.
- Portfolio Health & Compliance:
- Monitor and manage the health and compliance of an assigned customer portfolio, proactively communicating with property-level teams to ensure consistent execution of best practices and standard operating procedures (SOPs).
- Drive customer retention and growth by continuously reviewing account performance and usage data, identifying opportunities for deeper platform utilization, and mitigating churn risk.
- Quickly master and utilize data reporting platforms/software to accurately track, analyze, and communicate key performance indicators (KPIs) related to customer success.
- Operations & Stakeholder Management
- Provide clear, data-driven updates on the progress of monthly, quarterly, and annual strategic initiatives to internal and external stakeholders, ensuring alignment on business objectives.
- Collaborate cross-functionally with the Finance department to prepare accurate monthly customer invoices and perform necessary audits and reviews of charges.
- Contribute to the strategic planning and development of the customer’s operational platform and processes, representing the Voice of the Customer (VoC) to inform product and service improvements.
What You Bring:
- Positive attitude with a willingness to quickly learn and adapt to new systems.
- Preferably have 2+ years of experience in customer success manager, account manager, customer success, or account management roles, and experience managing customer success programs and customer retention.
- 2+ years of experience in Customer Success or Account Management, including ownership of customer success programs, customer retention strategy, and cross-functional operational execution.
- Ability to analyze customer data and usage trends to identify areas of improvement.
- Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships
- Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
- Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
- Familiarity with CRM tools, customer success platforms, and analytics software. (Salesforce, Domo, Microsoft Tools)
What We Offer:
As a Customer Success Manager, you’ll receive a competitive base salary, bonus opportunities, and a robust benefits package. Our benefits include your choice of three health insurance plans, voluntary dental, vision, short-term disability, long-term disability, life and AD&D insurance, Paid Time Off, paid holidays, and a 401k with 4% company match. This is a full-time position, reporting to the Customer Success Lead.