Lifetime Customer Success Manager

Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. As a Lifetime Customer Success Manager, you will oversee the long-term success, retention, and growth of existing accounts, focusing on driving adoption and ensuring clients see measurable value in the BoldTrail platform.

Responsibilities:

• Account Retention: Serve as the primary point of contact for all accounts post-onboarding, focusing on renewal readiness, engagement, and long-term satisfaction
• Adoption & Strategy: Conduct periodic strategy and adoption calls to ensure clients are using key features and meeting their business goals with BoldTrail
• Health Monitoring: Regularly review account health metrics to identify risk indicators (low adoption, support issues, or inactive users) and proactively intervene
• Escalation Management: Collaborate with Product, Support, and Implementation teams to resolve complex issues, ensuring clients feel supported and informed
• Growth Opportunities: Partner with Account Management to identify expansion or upsell opportunities that align with the client’s goals and usage
• Customer Advocacy: Gather feedback and insights from clients to inform internal teams and help shape future product improvements
• Collaboration & Handoff: Maintain a strong handoff process from Launch CSMs and ensure smooth transitions between lifecycle phases
• Documentation: Accurately log activities, meeting notes, and account health updates in Salesforce for visibility and reporting

Requirements:

• 3+ years in Customer Success, Account Management, or a related SaaS role, ideally managing a portfolio of SMB/MM/enterprise clients
• Strong relationship-building and communication skills
• Ability to manage a large portfolio while staying organized and proactive
• Experience using Salesforce and customer health dashboards
• Strategic mindset with a focus on both retention and value realization
• Comfort managing escalations and guiding customers toward solutions