GTM - Customer Success Manager

About the role

Our mission 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. Opportunity 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.

Responsibilities

• 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)

Requirements

• 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
• Benefits of working at Boom
• 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

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