Senior Customer Success Manager

Senior Customer Success Manager

Full-time · Hybrid Denver, CO (3 days per week)

About Rabbet

Rabbet is a real estate software company with two products: Rabbet Development and Rabbet Construction Lending.

Our mission is to take the friction out of real estate development execution through structured, connected financial data. We help real estate teams turn fragmented project information into trusted insights that can be shared, understood, and acted on throughout the development lifecycle.

Founded in 2017, accelerated in Y-Combinator, and backed by QED Investors and Camber Creek, Rabbet is the trusted real estate management platform for more than $160B in real estate capital.

In this role, you’ll work closely with Customer Success leadership and our product and implementation teams to shape how Rabbet supports developers — and help guide the commercial real estate industry toward a more connected and efficient future.

About the Customer Success Team

The Customer Success Team at Rabbet owns the relationship with our developer and lender customers from the moment they go live through every renewal and expansion that follows. We ensure customers are getting real value out of Rabbet, and we work closely with Product, Implementation, and Sales to keep that value compounding. We work hard, move fast, and take pride in a collaborative, supportive, and high-performing culture. As a rapidly growing company, Rabbet offers meaningful opportunities for career advancement and ownership for those who consistently deliver results.

About the Role

As a Customer Success Manager on the Developer Success Team, you’ll own a portfolio of real estate developer accounts and ensure each is getting the most out of Rabbet. Your focus will be on deep relationships, active adoption, clean renewals, and identifying expansion as customers add projects, teams, and workflows to the platform. You’ll join a team that cares about the quality of the work, the clarity of the communication, and the outcomes our customers actually need — accurate budgets, clean draws, and confidence when reporting to lenders and investors. This role is ideal for someone who thrives in a fast-paced environment and wants to make a direct impact on Rabbet’s growth and on the success of every developer in their book.

What You'll Do

• Own a portfolio of developer customers end to end: go-live, adoption, renewal, and expansion

• Build trusted relationships with champions, buyers, and change agents at each account

• Maintain a clear account plan for every customer with a defined strategy for adoption, retention, and growth

• Monitor how customers are using Rabbet — budgets, draws, anticipated cost reporting, portfolio oversight — and proactively surface ways to get more value

• Deliver tailored training and product guidance, meeting customers where they are

• Run business reviews that tie Rabbet usage to the outcomes customers care about: projects finishing on budget, cleaner draws, stronger investor and lender reporting

• Identify and close expansion opportunities

• Lead renewal conversations with confidence and prepare accounts well in advance

• Manage escalations, coordinate with Support, Implementation, and Engineering, and drive issues to resolution

• Partner with Product to translate developer feedback into clear, prioritized input for the roadmap

• Develop and activate customer advocates for case studies, references, and testimonials

• Accurately forecast renewals and expansion pipeline, and keep customer data current in our CRM

• Develop and execute one-to-many strategies to manage the scalability of your book of business

• Help define and scale customer success best practices across the organization
  
  

What You'll Need

• 5+ years of Customer Success or Technical Account Management experience in B2B SaaS environment

• Strong ability to build trust and become a trusted advisor to senior stakeholders

• Comfort with financial and operational workflows (budgets, forecasts, cost tracking); numbers don’t scare you

• Excellent written and verbal communication; you can explain complex ideas in plain language

• Strong technical aptitude; you learn new software quickly and enjoy showing others how to use it well

• A technical and operational mindset; you are comfortable building tools and processes that make you more productive and efficient

• Analytical and data-driven approach to spotting adoption patterns, risk, and growth opportunities

• High ownership mindset, resilience, and bias toward action

• Ability to operate effectively with minimal direction in a fast-paced environment

• Curiosity and openness to feedback; desire to continuously improve

• Experience working with real estate developers, construction, or commercial real estate is a plus (not required)

What's In It For You

• Join a high-caliber, mission-driven team

• Competitive compensation with equity for all employees

• 401(k) with generous employer match

• Comprehensive medical, dental, and vision coverage

• Parental leave, flexible PTO (that we encourage you to use), and remote flexibility

• Investment in your professional growth and development

• A strong culture of learning, inclusion, and collaboration

• Affinity groups, monthly culture events, and weekly well-being chats