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About Inhabit

Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit. To learn more, visit inhabit.com.

Job Description Summary

The Success Manager role at Inhabit is a strategic position focused on driving client satisfaction, maximizing product adoption, and ensuring long-term retention within the SaaS B2B short-term vacation rental industry. This role serves as a trusted advisor to clients, guiding them through the client journey starting from onboarding through ongoing engagement, while proactively identifying opportunities for growth and mitigating churn risks. This role will span across all product offerings within the Short-Term Division at Inhabit including but not limited to: Property Management, Insurance, Digital Marketing Services, Payments, and Revenue Management. By leveraging data-driven insights, health scoring models, and collaborative success planning, the Success Manager plays a critical role in delivering exceptional client experiences and contributing to overall business growth. Aligned with Inhabit's core values of integrity, innovation, collaboration, and client-centricity, this role ensures every interaction reflects our commitment to building trust, fostering creativity, and driving meaningful outcomes for our clients and partners.

What You'll Do (Functions & Responsibilities)

• Maintain a client health scoring framework to identify churn risks and enable predictive insights for proactive engagement.
• Execute success plans tailored to client objectives and business outcomes.
• Participate in Quarterly and Executive Business Reviews (QBRs/EBRs) to showcase value and strengthen client relationships.
• Monitor product usage and health metrics to drive adoption and optimize client experience.
• Conduct proactive outreach to maintain engagement and address potential issues before escalating.
• Drive activation of product features to maximize client value and ROI.
• Manage escalations across business units, ensuring timely resolution and client satisfaction.
• Own the full post-sale client lifecycle: support, operations, and retention.
• Drive KPIs such as CSAT, churn, and time-to-value.
• Execute scalable strategies to serve clients of varying sizes and complexities (SMB to enterprise).
• Participate in feedback loops between client-facing teams including but not limited to: Product, Sales, Account Management, Onboarding and Engineering.

KPIs & Success Metrics

• Product Adoption Rates: 90%
• Churn Rate: less than5%
• Customer Satisfaction Score (CSAT): greater than or equal to 80%
• Time to value: less than45 Days