Client Success Manager - Innovations (100% Remote)

Company Description:

Hyly.AI is multifamily’s only Intelligence Fabric™, weaving Artificial, Business, and Human intelligence into one operating system for growth. The company connects raw data to decisions, decisions to actions, and actions to measurable outcomes, turning complexity into clarity. Founded in 2010, Hyly.AI has been helping multifamily leaders scale operations and marketing without adding extra headcount. Today, 4 of the top 5 National Multifamily Housing Council (NMHC) managers rely on Hyly.AI to power their growth by transforming data into actionable insights and structured processes.

Job Summary:

The Client Success Manager (Innovations) owns strategic, retention-focused client relationships for advanced or innovation-led product lines. This role acts as the bridge between Product, Data, Engineering, and Customer Operations to ensure clients move from initial value → long-term operational adoption. This role requires a strong blend of:

• Technical fluency

• Analytical thinking

• Executive communication

• Adoption & retention strategy

• Cross-functional leadership

You will work closely with technically capable enterprise clients who often understand the product, but require stronger operational adoption, workflow integration, stakeholder alignment, and value reinforcement to maximize long-term success.

Must-Have Qualifications:

• 2+ years in Client Success, Solutions Consulting, Strategic Onboarding, or Product-facing roles
• Experience managing complex or technical client relationships
• Strong understanding of adoption metrics, retention signals, and workflow optimization
• Ability to interpret usage data and explain business impact simply
• Proven experience handling ambiguous or evolving product environments
• Excellent communication: can move between technical depth and executive clarity
• Strong stakeholder management across Product, Support, and Leadership teams

Job Responsibilities:

Retention & Adoption Strategy

• Own strategic accounts focused on long-term retention and operational adoption
• Identify low-engagement risks even in accounts already showing ROI

Product & Workflow Optimization

• Analyze usage trends, feature adoption, workflow behavior, and operational gaps
• Recommend process improvements and product optimizations based on client behavior
• Help clients operationalize advanced product capabilities into repeatable workflows

Data Interpretation & Storytelling

• Monitor account health using adoption, engagement, retention, and workflow metrics
• Translate usage patterns into clear business narratives for stakeholders

Technical Translation

• Simplify complex workflows, integrations, automation logic, and product behavior for non-technical stakeholders
• Act as the “translator” between Product/Engineering teams and client stakeholders

Strategic Advisory

• Guide clients from initial product usage → mature operational adoption
• Identify expansion readiness and long-term growth opportunities

Cross-Functional Collaboration

• Partner closely with Product, Engineering, Support, Sales, and Leadership teams
• Escalate recurring client friction points and influence product improvements
• Maintain structured internal communication around account risks, adoption health, and retention strategy

Preferred (Nice-to-Have) Qualifications:

• Experience with AI, automation, SaaS, CDP, Martech, or Proptech platforms
• Familiarity with APIs, integrations, dashboards, or workflow automation
• Experience handling enterprise or operationally complex accounts
• Exposure to onboarding, pilot management, or implementation workflows
• Experience with tools like HubSpot, Salesforce, Notion, Jira, or analytics platforms