Senior Manager of Customer Success

Property Leads is revolutionizing the real estate investing industry by delivering high-quality, motivated seller leads to real estate professionals. The Customer Success Manager role is pivotal in steering CS operations towards excellence, focusing on team leadership, client retention, and strategic development.

Responsibilities:

• We view customer success as a reverse sales role. Instead of selling clients on why they should onboard, you are selling clients on why they shouldn’t leave
• Team Leadership & Motivation: Oversee and mentor the CS team (including the refunds team), ensuring alignment towards common objectives, fostering unity, and motivating members through effective incentive schemes and acknowledgment of their achievements
• Book of Business Ownership: Maintain and actively manage a small, high-value book of business. Serve as a model for best-in-class customer management by demonstrating strong retention and relationship-building practices that the broader team can learn from
• Strategic Development & Client Relations: Design strategies that enhance revenue retention rates while bolstering client satisfaction (work closely with the Sales team). Maintain a deep understanding of customer needs and preferences to ensure relevant and up-to-date service offerings
• Client Nurturing & Conversion: Create a robust follow-up system for all clients, aiming for maximum customer satisfaction, growth, and retention
• Performance Management: Monitor team metrics, ensuring adherence to organizational expectations, rewarding high performers, and addressing underperformance with patience and strategic interventions
• Training & Staffing: Coordinate with company founders for continuous training and professional development. Forecast recruitment, selection, onboarding, and training needs, ensuring teams are adequately staffed and trained up
• Inter-Departmental Collaboration: Work closely with the marketing team for lead quality feedback and ensure effective collaboration between CS, Sales, and Marketing teams. Also, work closely/oversee our refunds team to resolve declined refund disputes
• Social Media: Monitors social media groups for negative feedback and responds immediately to avoid viral threads
• RESULTS (First 90 Days and Onward): Achieve an overall revenue retention rate of 90%+ or higher
• Create a data-driven incentive structure for the CS representatives
• Evaluate team performance and make clear, timely decisions on coaching, retention, or replacement to ensure a high-performing organization
• Ensure a steady increase in client engagement numbers quarter-on-quarter
• Weekly report of total CS activity for entire CS team is filled out and presented to Executive Team
• Define and implement KPI benchmarks for all CS team members, enforce daily KPI tracking and reporting, and drive performance through ongoing coaching (including role play) and PIPs when benchmarks are not met
• Company values and culture are maintained and reflected by all on CS team
• There is an effective line of communication between this role and the Sales Manager in which all necessary information is communicated promptly

Requirements:

• Proven 5+ years of work experience as a Customer Success Manager, ideally in the pay-per-lead or marketing services industry working with both inbound and outbound sales reps
• Demonstrated experience in scaling small customer success and support teams, implementing CS operational infrastructure and ensuring optimal team performance and cohesion
• Ability to drive the CS pipeline process from plan to close, excellent mentoring, and leadership skills
• Strong business sense and industry expertise
• Familiarity with CRM software (Freshdesk and Go High Level) and comfortable analyzing CS metrics at a granular level
• Highly motivated with a proven track record in customer success and a retention/growth mindset
• Strong interpersonal, communication, and negotiation skills
• Engages customers through their preferred communication channels, including phone, email, SMS, support tickets, and social platforms, ensuring timely, consistent, and professional interactions across all touchpoints