Job Description
Job Location: US TN IIQ 001 Knoxville TN Office - Knoxville, TN 37922About Inhabit
Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit. To learn more, visit inhabit.com.
Summary
The Success Manager role at Inhabit is a strategic position focused on driving client satisfaction, maximizing product adoption, and ensuring long-term retention within the SaaS B2B short-term vacation rental industry. This role serves as a trusted advisor to clients, guiding them through the client journey starting from onboarding through ongoing engagement, while proactively identifying opportunities for growth and mitigating churn risks. This role will span across all product offerings within the Short-Term Division at Inhabit including but not limited to: Property Management, Insurance, Digital Marketing Services, Payments, and Revenue Management. By leveraging data-driven insights, health scoring models, and collaborative success planning, the Success Manager plays a critical role in delivering exceptional client experiences and contributing to overall business growth. Aligned with Inhabit’s core values of integrity, innovation, collaboration, and client-centricity, this role ensures every interaction reflects our commitment to building trust, fostering creativity, and driving meaningful outcomes for our clients and partners.
What You’ll Do (Functions & Responsibilities)
- Maintain a client health scoring framework to identify churn risks and enable predictive insights for proactive engagement.
- Execute success plans tailored to client objectives and business outcomes.
- Participate in Quarterly and Executive Business Reviews (QBRs/EBRs) to showcase value and strengthen client relationships.
- Monitor product usage and health metrics to drive adoption and optimize client experience.
- Conduct proactive outreach to maintain engagement and address potential issues before escalating.
- Drive activation of product features to maximize client value and ROI.
- Manage escalations across business units, ensuring timely resolution and client satisfaction.
- Own the full post-sale client lifecycle: support, operations, and retention.
- Drive KPIs such as CSAT, churn, and time-to-value.
- Execute scalable strategies to serve clients of varying sizes and complexities (SMB to enterprise).
- Participate in feedback loops between client-facing teams including but not limited to: Product, Sales, Account Management, Onboarding and Engineering.
KPIs & Success Metrics
- Product Adoption Rates: 90%
- Churn Rate: less than5%
- Customer Satisfaction Score (CSAT): greater than or equal to 80%
- Time to value: less than45 Days
QualificationsWhat We’re Looking For (Minimum qualifications)
- 4+ years client experience or client success roles within SaaS
- Track record of scaling client product adoption
- Experience building lifecycle strategies that drive product adoption and reduce churn.
- Strong understanding of the short-term rental or property management tech ecosystem is a plus.
- Experience with cross-functional collaboration, especially with Account Management, Product and Sales.
- Data-driven mindset.
Education Requirements
- Bachelor’s degree is preferred
Type
- Full time, Salaried, Exempt
Location/Travel
- Knoxville, TN
- We have an in-office work style, with most team members working in the office from Monday to Thursday and remotely on Friday.
Benefits Include
- Competitive Pay
- Health Insurance: Medical, Dental, Vision and Prescription Plans
- Health Savings Accounts
- Flexible Spending Account
- Dependent Flexible Spending Account
- Critical Illness
- Accident
- Retirement Savings Plan (401K) with discretionary company match
- Short and Long Term Disability
- Company Paid $25,000.00 life insurance
- Supplemental Life and AD&D Insurance
- Employee Assistance Program
- Paid Holidays
- Paid Vacation
- Paid Volunteer Time
- Inhabit Employee Discount Programs
Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.
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