Customer Success Manager

Role Overview

• Strategic Client Management & Growth: Proactively manage and nurture a portfolio of high-value clients, consistently delivering strategic and tactical recommendations that drive their business growth and strengthen their competitive advantage.
• Persuasive Client Engagement: Schedule and lead strategic business reviews (SBRs) and monthly performance or REI calls, proactively identifying issues before they escalate. You must be able to confidently present key insights, address client concerns with data-driven solutions, handle objections with persuasive communication, and guide clients to adopt industry-leading marketing and data best practices that accelerate their business outcomes.
• Retention & Advocacy: Develop and execute customer retention strategies, implementing initiatives that demonstrably enhance the overall customer experience and promote the adoption of new features and services.
• Team Leadership & Service Operations: Schedule and lead strategic business reviews (SBRs) and monthly performance or REI calls, proactively identifying issues. Present key insights confidently, handle objections with persuasive communication, and guide clients to adopt industry-leading best practices. Lead a mini-team of analysts to resolve client requests efficiently while collaborating with product teams to drive platform improvements.
• Performance Monitoring & Reporting: Lead SBRs and monthly performance or REI calls, proactively identifying issues and preventing low engagement. Present insights confidently, handle objections, and guide clients to adopt best practices. Manage an analyst team while collaborating with the product on improvements. Monitor key metrics (retention, churn, NPS) and report red flags to senior management.
• Industry Expertise: Maintain updated expertise in Real Estate industry trends and best practices in customer success, account management, and data-driven marketing

Requirements

• Proven CSM Experience: Minimum of 2-3 years of direct experience as a Customer Success Manager or Key Account Manager, specifically managing a portfolio of high-value/enterprise-level clients.
• Retention-Focused KPI: Demonstrated ability to improve customer retention rates and NPS, with retention as a core KPI in previous roles.
• Persuasive Communication: Exceptional interpersonal, written, and verbal communication skills. Must possess a high degree of persuasiveness, confidence, and presence when engaging with senior-level clients to handle objections and drive decision-making effectively.
• Strategic & Tactical Acumen: The intellectual capacity and business acumen to provide both high-level strategic and actionable tactical recommendations that align with client business objectives.
• Execution and Adaptability: A proactive mindset, creative problem-solving skills, and the ability to thrive in a demanding, fast-paced environment by managing a team, multitasking effectively, and demonstrating thorough attention to critical details.
• Bilingual: Proficiency in Spanish and English is highly valued.

Benefits

• Competitive Base Compensation
• Profit Share Bonus
• Flex PTO (up to 26 days per year)
• Home Office Upgrade Bonus
• HMO Bonus
• Full-time Remote Work Opportunity for growth and team-building potential
• Ongoing support and budget to develop new skills