*Role Overview: *
The CSM owns a portfolio of property management clients, ensuring seamless onboarding, strong product adoption, and long-term retention. At Boom, CSMs are the primary advocate for the customer– driving implementation, creating early wins, and building the foundation for an enduring partnership. They partner closely with Sales, Product, and Support to deliver measurable outcomes for our clients.

Responsibilities
Onboard new clients effectively: Lead onboarding for Boom’s core products, BoomScreen and BoomReport, ensuring a fast and smooth time-to-value
Implementation & Enablement: Coordinate launch of BoomScreen and BoomReport across property management systems, integrations, and workflows; facilitate client readiness for go-live from a technical perspective and troubleshoot as needed
Relationship management:
Build and maintain trust with client stakeholders from the start of the partnership
Proactively monitor adoption and usage signals, addressing gaps early to prevent churn
Customer advocacy: Capture client feedback and partner closely with Product, Operations, and Engineering to influence improvements; de-escalate and resolve issues as needed
Reporting & insights: Deliver performance reports to clients that demonstrate ROI and reinforce value
Account data management: Maintain accurate records of account health, activity, and notes in Boom’s CRM (Attio)

Qualifications
3+ years in Customer Success and/or Account Management (B2B SaaS required)
Demonstrated success leading customer onboardings and trainings
Experience with SaaS implementations; integrations experience is a plus
Experience in PropTech, property management, or tenant screening is strongly preferred
Strong communication and organizational skills; able to simplify complex workflows for clients
Proficiency with CRM/CS tools (Attio, ClickUp, Intercom, Zapier) and comfort with data-driven insights
Proactive problem-solver who thrives in a fast-paced, evolving startup environment

KPIs
Time-to-value for onboarding
CSAT/NPS scores
Retention/renewal rate
Adoption of Boom features