Customer Success Manager, Mid-Market Accounts

Courted is a dynamic company focused on empowering real estate entrepreneurs through innovative technology solutions. The Mid-Market Customer Success Manager will manage relationships with 75-150 mid-market brokerages, ensuring customer retention and expansion through regular engagement and strategic planning.

Responsibilities:

• Own approximately 75-150 named customer relationships from post-sale through renewal, retention, and expansion
• Run a monthly 1:1 cadence with each account in your book and deliver a semi-annual Business Review to brokerage leadership
• Build and maintain a Success Plan for your top 30 accounts documenting goals, milestones, and adoption roadmap
• Own the renewal cycle across your book; kick off at -120 days with a mid-cycle Business Review, deliver ROI summaries, negotiate multi-year contracts where it makes sense, and hit retention and net revenue targets
• Drive office-by-office adoption across multi-location brokerages, partnering with managers to drive accountability and to coach their teams
• Identify and execute expansion opportunities every quarter (additional seats, MLSes, and additional products as this becomes applicable)
• Build and refresh account plans quarterly. Forecast expansion accurately and partner with AEs on larger expansion deals
• Be the voice of your customers internally documenting product feedback, feature requests, and customer themes to support and influence product roadmap
• Contribute to shared CS programs: customer references, case studies, playbooks, and team standards

Requirements:

• 4-6 years of customer-facing experience in SaaS, with at least 2 years owning a named book of 50-150 customers end-to-end
• Proven track record running successful renewals and hitting retention and NRR targets
• Experience structuring and selling multi-year contracts and expansion deals
• Strong executive presence you can confidently run a Business Review with a brokerage owner or president and earn their trust
• Excellent written and verbal communication; ability to develop ROI cases and deliver them in person and in writing
• Deep instincts for difficult customer conversations: saves, renewals, negotiations, and de-escalations
• Strong account planning skills, you build, refresh, and execute against an account plan every quarter
• Ability to navigate multi-stakeholder relationships across operations, managers, and brokerage leadership
• Ability to speak fluently about a technical product, including APIs, predictive analytics, and machine learning
• Proficiency in Excel/Sheets and PowerPoint/Slides; comfort building business cases and ROI models
• Ownership mindset and the ability to operate with significant autonomy in a fast-paced startup environment
• Previous experience in residential real estate software/proptech
• Experience running successful renewals and achieving retention targets
• Previous experience working in a startup environment