GTM - Customer Success Manager

Boom is on a mission to level the playing field for the 110+ million renters in the US by making housing more flexible, affordable, and rewarding. Boom is building a suite of rental financial services for renters and property managers, including applicant underwriting, rent payment reporting, rent reporting-as-a-service, and a number of integrations with the largest property management systems (PMS).

Boom serves renters through the Boom App and property managers via the Boom Platform. Boom is led by second-time founder Rob Whiting (ex-BCG, Rubicon). It's backed by investors such as Starting Line , Clocktower Ventures , Mischief VC (CEO of Plaid Zach Perret's fund), Gilgamesh Ventures (Petal co-founders), and angels such as William Hockey CEO of Column, founder/former CTO of Plaid) and Harry Stebbings .

Boom has been profiled by Inman , Business Insider , HousingWire , and more.

The CSM owns a portfolio of property management clients, ensuring seamless onboarding, strong product adoption, and long-term retention. At Boom, CSMs are the primary advocate for the customer- driving implementation, creating early wins, and building the foundation for an enduring partnership. They partner closely with Sales, Product, and Support to deliver measurable outcomes for our clients.

- Onboarding: Lead onboarding for Boom's core products, BoomScreen and BoomReport, ensuring a fast and smooth time-to-value

- Implementation & Enablement: Coordinate launch of BoomScreen and BoomReport across property management systems, integrations, and workflows; facilitate client readiness for go-live from a technical perspective and troubleshoot as needed

- Relationship management: Build and maintain trust with client stakeholders from the start of the partnership

- Monitor adoption and usage signals, addressing gaps early to prevent churn

- Customer advocacy: Capture client feedback and partner closely with Product, Operations, and Engineering to influence improvements; de-escalate and resolve issues as needed

- Reporting & insights: Monitor adoption and usage signals, addressing gaps early to prevent churn; deliver performance reports to clients that demonstrate ROI and reinforce value

- Account data management: Maintain accurate records of account health, activity, and notes in Boom's CRM (Attio)

- 3+ years in Customer Success and/or Account Management (B2B SaaS required)

- Demonstrated success leading customer onboardings and trainings

- Proactive problem-solver and resourceful executor who thrives in a fast-paced, evolving startup environment

- Extereme attention to detail and high degree of ownership

- Strong communication and organizational skills; able to simplify complex workflows for clients

- Proficiency with CRM/CS tools (Attio, ClickUp, Intercom, Zapier) and comfort with data-driven insights

- Experience with SaaS implementations; integrations experience is a plus

- Experience in PropTech, property management, or tenant screening is plus

- Competitive salary with stock options

- Full healthcare coverage (health, dental, vision) including 50% coverage for dependents

- 15 days of Paid Time Off (PTO) per year + 3 sick days + all US federal holidays (11 in total) (note: we think unlimited PTO is BS and causes some employees to feel guilty when they take it)

- Company-issued laptop/MacBook

- Company-sponsored training & development

- Regular off-sites, retreats, and other company-sponsored events and travel opportunities