Customer Success Manager

Job Overview 

As an SMB Customer Success Manager, you’ll serve as a trusted resource for a broad base of small to mid-sized clients in a pooled support model. Your focus will be on client retention, platform adoption, and resolving escalations through thoughtful communication and product education. You’ll work reactively to support inbound client needs while also reviewing accounts and providing strategic guidance to help clients optimize their use.

Your success will be measured by your ability to build stickier, longer-term client relationships through effective service, insight, and support. 

Key Responsibilities 

• Respond to inbound client inquiries and provide timely, solutions-oriented support 
• Handle account escalations with empathy and urgency, coordinating internally as needed 
• Review account activity and usage to identify opportunities for increased engagement and adoption 
• Deliver personalized product recommendations, training, and best practices to help clients better utilize tools 
• Assist clients in aligning their platform usage with their real estate marketing and lead generation strategies 
• Maintain accurate documentation of client interactions and account statuses 
• Advocate for client needs internally and relay common trends or feedback to relevant teams 
• Help drive platform retention by improving client satisfaction and product usage 

Requirements & Qualifications 

• 1–2 years of customer-facing experience in a SaaS, service, or tech-enabled environment 
• Familiarity with real estate or small business marketing strategies preferred 
• Excellent communication and interpersonal skills—both written and verbal 
• Strong problem-solving skills with the ability to stay composed under pressure 
• Comfortable presenting on-screen and leading product walkthroughs via Zoom or similar platforms 
• Basic understanding of CRM platforms, digital tools, and client onboarding best practices 
• Highly organized with strong attention to detail and follow-through 
• Ability to manage multiple inquiries and tasks in a fast-paced environment 
• Tech-savvy and comfortable learning new platforms quickly