Customer Success & Account Manager

About eRezLife

eRezLife is the leading housing and residence life software provider built by residence life professionals for residence life professionals. We partner with colleges and universities to strengthen campus communities, streamline housing operations, and elevate the student experience through a flexible, customizable software platform.

Our work is grounded in connection, trust, transparency, and community. We believe technology should support—not replace—the meaningful relationships that define residence life. eRezLife maintains deep ties to the higher education housing ecosystem and actively engages with regional and national housing and residence life associations to remain a trusted, long-term partner to our clients.

Position Overview

The Customer Success & Account Manager is a strategic, relationship-driven role responsible for owning customer retention, renewal, expansion, and long-term value realization across a portfolio of mid-market and enterprise higher education clients.

This role blends senior-level customer success leadership with commercial accountability. You will serve as a trusted advisor to housing and residence life leaders while acting as a visible ambassador for eRezLife within the broader housing community.

Key Responsibilities

Strategic Customer Partnership

• Own executive-level relationships within assigned territories.
• Lead strategic business reviews demonstrating value and ROI.
• Advocate for customer needs internally.

Retention, Renewals & Revenue Ownership

• Own renewals end-to-end including forecasting and negotiation.
• Identify and mitigate churn risk.
• Lead value-based pricing and expansion discussions.

Expansion & Growth

• Identify upsell and expansion opportunities.
• Drive expanded adoption across housing and residence life functions.

Industry Engagement & Thought Leadership

• Represent eRezLife at regional and national housing associations.
• Present at conferences and industry events.
• Travel as needed for customer and association engagement.

Product Adoption & Operational Excellence

• Participate in the onboarding and adoption process for clients.
• Translate customer feedback into product insights and recommendations.
• Maintain CRM discipline and contribute to marketing efforts.

Required Qualifications

• 5–8+ years combined experience in Customer Success, Account Management, and Residence Life/Housing.
• Proven success with task and project management.
• Proven ability to retain an existing customer base and optimize the customer experience, fueling increases to ARR targets.
• Strong executive presence and presence.