Customer Success Manager (REMOTE)

Carr Talent is a fast-growing, data-driven company in the real estate investment industry. They are seeking a hands-on, process-driven Customer Success Manager to lead a team, improve key performance metrics, and implement scalable processes to enhance customer satisfaction and retention.

Responsibilities:

• Lead, mentor, and motivate the Customer Success team (including refunds team) to achieve retention and growth goals
• Own and manage a small, high-value book of business, demonstrating best-in-class client relationship management
• Develop and implement retention and growth strategies to increase customer lifetime value and satisfaction
• Establish and oversee structured follow-up processes to drive engagement, conversion, and retention
• Monitor team performance metrics and KPIs, providing coaching, recognition, and performance improvement plans as needed
• Partner with executive leadership to define retention targets and optimize Customer Success strategy
• Coordinate ongoing training, onboarding, and professional development initiatives for CS team members
• Collaborate cross-functionally with Sales and Marketing to improve lead quality and ensure seamless client experiences
• Oversee refund dispute processes and ensure timely, effective resolution of customer concerns
• Monitor online communities and social media channels to proactively address negative feedback and protect brand reputation

Requirements:

• 5+ years of experience in Customer Success leadership, preferably within pay-per-lead, SaaS, or marketing services environments
• Proven track record of improving retention rates and scaling Customer Success teams
• Strong leadership and coaching abilities with experience managing performance metrics and KPIs
• Experience building operational infrastructure for Customer Success teams, including processes and reporting systems
• Proficiency with CRM and customer support platforms such as Freshdesk and Go High Level
• Data-driven mindset with the ability to analyze metrics and implement strategic improvements
• Strong business acumen and understanding of revenue retention strategies
• Excellent interpersonal, communication, and negotiation skills
• Ability to manage client relationships across multiple communication channels including phone, email, SMS, and social platforms
• Highly motivated self-starter with a strong focus on client satisfaction, retention, and long-term growth