Scaled Customer Success Manager | Housing

About EliseAI

At EliseAI, we're improving the industries that matter most: housing and healthcare. Everyone needs a place to live and access to quality healthcare, yet both are often harder to secure than they should be.

By integrating AI agents deeply into existing workflows, we make them more efficient, reduce costs, and improve the experience for everyone.

• Housing: We simplify how renters tour apartments, sign leases, submit maintenance requests, and stay connected with their property team—bringing everything they need for their home into one place.

• Healthcare: We make it easy to schedule appointments, complete intake forms, and we help patients communicate with providers, so everyone can focus on health instead of paperwork.

With EliseAI, organizations reduce manual work, improve accessibility, and deliver a seamless experience across essential services. We recently raised a $250 million Series E round led by Andreessen Horowitz to accelerate this mission.

About The Role

EliseAI is seeking a Scaled Customer Success Manager to scale and optimize customer engagement through technology and data-driven strategies. In this role, you will manage a high volume of accounts, leveraging tools like PlanHat, Salesforce, Zendesk, and Gong to drive customer success. You’ll be responsible for maintaining strong relationships through scalable engagement strategies while also meeting with customers for critical touch points such as business reviews and key strategic discussions.

Your work will ensure customers achieve maximum value from EliseAI’s products, blending automation with human interaction to deliver exceptional experiences.

Key Responsibilities

• Proactively manage a large portfolio of accounts, balancing automation and personal engagement to drive adoption, retention, and satisfaction

• Use platforms such as PlanHat, Salesforce, Zendesk, and Gong to monitor customer health, automate workflows, and track success metrics. Hands-on experience with at least one of these tools is required

• Schedule and lead critical customer meetings, including Quarterly Business Reviews (QBRs), to address strategic goals, share insights, and strengthen relationships

• Design and implement scalable communication plans using tools like in-app messaging, email campaigns, and self-service resources to support customer success

• Analyze customer usage patterns to identify trends, predict risks, and develop targeted strategies for improvement

• Partner with implementation teams to deliver efficient onboarding processes, using automated playbooks to set customers up for long-term success

• Develop self-service resources such as training videos, help guides, and FAQs to empower customers and reduce friction in their workflows

• Serve as the voice of the customer within EliseAI, sharing actionable feedback with Product, Engineering, and other internal teams to inform roadmap decisions

• Monitor customer health metrics to address underperformance early and mitigate churn risks

• Attract top-tier talent to join our driven team

Requirements

• 2+ years of experience in a SaaS Customer Success role, ideally with a focus on managing a high volume of accounts

• Hands-on experience with customer success tools such as PlanHat, Gainsight, ChurnZero, Totango, or similar platforms is required

• Proven ability to lead critical customer meetings, including QBRs and strategic touch points

• Strong analytical skills with the ability to interpret data and drive actionable strategies

• Excellent written and verbal communicati