Liana LaPierre
Seguin,TX
Summary
Strategic property operations and program executive with 15+ years of experience driving portfolio performance, operational transformation, customer retention, and enterprise initiatives across multifamily housing, property technology, and SaaS. Proven success managing $10M+ portfolios, leading multi-site operations and cross-functional teams, and partnering with executive leadership to deliver operational excellence, scalable programs, talent development, and measurable business outcomes.
Overview
14
14
years of professional experience
Work History
Customer Success Manager II
Entrata
Lehi, UT
07.2022 - Current
- Managed a $7M–$12M+ ACV enterprise portfolio spanning 1,000+ properties and 35,000+ units, driving 100% client retention while leading strategic customer success, adoption, and operational optimization initiatives.
- Partnered with executive stakeholders and Sales leadership to deliver portfolio expansion exceeding 1,000%, including growth of key accounts from $500K to $5.5M ACV.
- Led executive business reviews and corporate engagements, aligning C-suite stakeholders on strategic initiatives, operational outcomes, and long-term growth objectives.
- Influenced product strategy and operational improvements through cross-functional leadership with Product, Development, BI, Operations, and Support teams, advancing AI-driven solutions and customer-centric enhancements.
- Selected by senior leadership for Customer Success SOP and Engagement Task Forces, helping standardize processes and strengthen collaboration across a 50+ person remote organization.
Customer Success Manager
Nurture Boss
Scottsdale, AZ
06.2021 - 07.2022
- Served as the primary customer-facing leader within a high-growth prop-tech startup, owning Customer Success, Implementation, Training, Support, Renewals, and Revenue Expansion functions across 30+ multifamily clients.
- Maintained 100% client retention while driving onboarding, adoption, and operational transformation initiatives that accelerated time-to-value and strengthened customer outcomes.
- Acted as a strategic advisor to executive leadership, translating customer insights into product enhancements, operational improvements, and scalable growth strategies.
- Generated expansion revenue through consultative upselling and cross-selling while designing customer engagement programs that improved utilization, retention, and resident experience.
Property Manager
Sherman Residential
Plano, TX
06.2012 - 06.2021
- Directed full P&L, operations, compliance, leasing, maintenance, and resident experience functions for high-performing multifamily assets, including temporary oversight of multiple communities.
- Increased NOI by 15% through revenue growth, expense management, and operational efficiency initiatives while maintaining 96–97% occupancy.
- Improved resident retention by 20%, reducing turnover costs and strengthening overall asset performance.
- Recruited, developed, and led teams of 10+ leasing and maintenance professionals, driving accountability, service excellence, and operational results.
- Managed multimillion-dollar budgets, vendor partnerships, capital projects, and regulatory compliance across all facets of community operations.
Area Manager
Steadfast Companies
Euless, TX
07.2017 - 06.2019
- Managed multiple assets concurrently, leading cross-functional teams and driving occupancy rates of 96–97%, resident retention improvements of 20%, and NOI growth of 15% across assigned communities.
- Led the operational turnaround of a Class C multifamily community, elevating asset performance to Class B standards within 90 days through strategic leadership, operational restructuring, and team development initiatives.
- Improved resident retention by 32%, reducing turnover costs and enhancing overall resident satisfaction and community performance.
- Promoted to oversee Class A assets after exceeding first-quarter performance goals and subsequently entrusted with concurrent management of multiple communities.
- Recruited, hired, trained, and developed leasing and maintenance teams of 10+ employees, strengthening operational execution, service delivery, and accountability across assigned assets.
- Directed all aspects of property operations, including budgeting, financial reporting, compliance, capital improvement initiatives, vendor management, maintenance operations, and resident experience programs.
Education
Master of Science - Leadership and Human Resource Development
Louisiana State University
Baton Rouge, LA01-2023
Graduate Certificate - Workforce Development
Louisiana State University
Baton Rouge, LA01-2023
Bachelor of Science - Multi-Disciplinary Studies
University of Texas
San Antonio, TX01-2016
Skills
- Client Relationship Management
- Strategic account management
- Revenue Expansion
- Executive Stakeholder Management
- People Leadership
- Talent acquisition
- Budget & P&L Ownership
- AI-driven process automation
- Multi-Site Portfolio Management
- Verticals: Conventional, Affordable, Student
- Property technology expertise in SaaS
- Property management software proficiency Entrata, Yardi, RealPage, Salesforce, Zendesk, Jira, Guru, YieldStar, LRO
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Success Manager II
Entrata
07.2022 - Current
Customer Success Manager
Nurture Boss
06.2021 - 07.2022
Area Manager
Steadfast Companies
07.2017 - 06.2019
Property Manager
Sherman Residential
06.2012 - 06.2021
Master of Science - Leadership and Human Resource Development
Louisiana State University
Graduate Certificate - Workforce Development
Louisiana State University
Bachelor of Science - Multi-Disciplinary Studies
University of Texas