Location: California-based (Remote – U.S. Time Zones Preferred)
Employment Type: Full-Time
Industry: SaaS | PropTech | FinTech
Compensation: $70,000 – $95,000 + benefits + equity option
AirBills is transforming utility bill management for single-family and short-term rental operators. Our SaaS platform automates utility billing, payments, and analytics, helping real estate owners boost their NOI, reduce risk, and improve resident experience. Join a fast-growing team bringing tech-enabled clarity and savings to a multi-trillion-dollar property sector.
As a Customer Success Specialist, you’ll be the dedicated partner and advocate for AirBills’ SFR and STR clients. You’ll ensure a seamless onboarding, manage ongoing utility billing operations, swiftly resolve issues, and proactively identify savings and optimization opportunities. This is a high-impact, client-facing role requiring empathy, analytical rigor, and strong communication.
- Serve as primary point of contact for a portfolio of SFR/STR operator clients (500–5,000+ units each)
- Lead client onboarding, including platform integrations with property management software (Yardi, AppFolio, RealPage, Buildium)
- Monitor and verify utility invoices (electric, water, gas, sewer, trash, internet) for accuracy and timeliness
- Proactively identify billing discrepancies, savings opportunities, and operational improvements using AirBills analytics tools
- Provide tier-2 support for escalated client issues—including late payments, vendor disputes, or regulatory questions
- Organize and deliver regular business reviews (monthly/quarterly) highlighting savings, trends, and product adoption recommendations
- Document billing workflows, account notes, and best practices in CRM and playbooks
- Collaborate with Product and Engineering teams to relay feedback and advocate for client-driven improvements
- Identify upsell and cross-sell opportunities (e.g., new feature adoption, expanded service footprint)
- Champion client retention by building trusted relationships and delivering measurable results
- 3–5 years’ experience in customer success, account management, client services, or utility billing (SaaS/PropTech/FinTech a plus)
- Strong understanding of SFR/STR property operations, billing cycles, or real estate workflows
- Proficiency with CRM platforms (HubSpot, Salesforce) and advanced Excel/Sheets skills (pivot tables, analytics)
- Excellent communication: able to explain complex billing issues to diverse stakeholders
- Empathy, analytical skills, and detail orientation—especially with utility bill reviews
- Experience with property management software (Yardi, AppFolio, Buildium, RealPage)
- Familiarity with utility billing, energy procurement, or vendor dispute workflows
- Bachelor’s in Business, Real Estate, Finance, or related field
- Salary: $70,000 – $95,000 per year, plus performance-based bonus and equity
- 100% remote work (U.S. time zones preferred)
- Full health, dental, and vision insurance beginning Day 1
- 401(k) with 3% company match
- Unlimited PTO, with mandatory two-week annual recharge
- $2,000 annual L&D stipend for certifications or conferences
- Quarterly team gatherings and company retreat