About the job
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.
What you'll do
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)
What you'll need
3+ years in Customer Success and/or Account Management (B2B SaaS required)
Demonstrated success leading customer onboardings and trainings
Strong data analysis skills in Excel/Google Sheets (pivot tables, lookups, building clean reports). You'll use these to turn usage data into clear ROI stories for clients
Proactive problem-solver and resourceful executor who thrives in a fast-paced, evolving startup environment
Extreme 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
Consulting background (management, strategy, or implementation) is a strong plus. We especially value people who've learned to structure ambiguous problems, communicate crisply with senior stakeholders, and earn client trust quickly
Experience in PropTech, property management, or tenant screening is a 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
