Connect Customer Success Manager
Own the success of our Continuum of Care customers on Padmission Connect — onboarding new communities, driving adoption and retention, and being their day-to-day point of contact.
About the role
Padmission Connect is used by 40+ Continuum of Care communities to centralize landlord engagement and housing-search coordination across provider networks. As Connect Customer Success Manager, you own the success of those customers — leading onboarding for new communities, driving adoption and retention across the base, and serving as their primary point of contact day to day.
You'll report to and work closely with the Director of Product & Customer Experience, who owns Connect's strategy and roadmap. This is a hands-on customer success and implementation role: you keep customers live, healthy, and getting value, and you carry their voice back to the product team. If you've lived the customer's work in housing — or a comparably compliance-driven field — and you care about the details, we'll teach you the rest.
When a Connect community is set up well and fully adopted, people are more successful in ending homelessness, faster — that's the outcome you own.
What you'll do
Lead onboarding. Run implementation for new Connect communities — setup and configuration, training, launch support, and first-90-day success monitoring — managing timelines, securing stakeholder buy-in, setting clear outcome targets, and mitigating risk early.
Be the primary point of contact. Serve as the day-to-day contact for Connect customers, delivering both reactive support and proactive, individualized success strategies that drive adoption and usage.
Drive adoption and retention. Develop and run customer relationship management processes — frequent, meaningful engagement with key stakeholders, user-engagement strategies, and internal data analysis to hit retention and adoption goals.
Foster peer learning. Build community among customers through user groups, webinars, and focus sessions, and monitor satisfaction and feedback to inform ongoing improvements.
Test and document the product. Perform user acceptance testing for new features and releases, and keep product documentation and user training materials current.
Carry the customer voice. Serve as the interface between Connect users and the development team, translating user needs into actionable product feedback in collaboration with the Director of Product & Customer Experience.
Support Connect and Journey overlap. Help coordinate integration between Connect and Journey for communities that use both, and pitch in on Journey-related efforts once Connect work is stable.
Handle the operational details. Manage orders and MSA execution for renewals, act as liaison with our accounting partners at Four Leaf for invoicing and reporting, and coordinate with the Director on any contract or procurement changes.
What we're looking for
We're looking for someone who has lived the customer's work and can keep a portfolio of communities healthy without a lot of hand-holding.
- Operator credibility — direct experience with housing assistance programs, landlord engagement, or homeless services, or strong customer-success / implementation experience in a comparably compliance-driven sector. The best people in this role have lived the customer's work.
- Experience in customer success, implementation, or account management with a SaaS product.
- A track record of onboarding and retaining B2B customers — ideally in housing, social services, or the nonprofit sector.
- Comfortable with complex, compliance-driven public-sector customers; you don't need to be a policy expert, but you take it seriously.
- Organized and self-directed — you can own a portfolio of 40+ relationships and run several implementations at once.
- Excellent written and verbal communication and relationship-building skills.
- Willing to travel periodically for in-person implementation visits.
- Hands-on Continuum of Care, coordinated entry, or housing-program administration experience.
- Familiarity with HMIS, HUD compliance, or rental-assistance workflows.
- CRM discipline — HubSpot or equivalent.
- Experience renewing or expanding software accounts in the nonprofit or government sector.
Why Padmission
Just send your résumé and cover letter to careers@padmission.com.
Padmission is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.