Customer Success Manager

Accountabilities

• Coach customers on business performance: Serve as a trusted advisor to real estate agents and teams, providing practical guidance on lead conversion, follow-up strategies, pipeline management, CRM adoption, and sales best practices.

• Conduct business reviews: Lead regular customer performance reviews, analyze key metrics, identify growth opportunities, and translate insights into clear, actionable recommendations aligned with individual business objectives.

• Drive product adoption and customer outcomes: Help customers maximize the value of available growth products and services by recommending effective strategies, encouraging consistent usage, and connecting product capabilities to measurable business results.

• Optimize CRM workflows: Act as a subject matter expert in Follow Up Boss, helping customers improve CRM adoption, lead management, pipeline progression, and conversion rates.

• Configure and improve sales processes: Assess and optimize CRM stages, action plans, automations, lead routing, and follow-up workflows to address customer needs and implement real estate sales best practices.

• Develop scalable CRM solutions: Create repeatable Follow Up Boss configurations, workflows, and recommendations that can be applied consistently across different customers and business models.

• Gather customer and product insights: Collect and organize customer feedback to identify adoption barriers, product improvement opportunities, workflow challenges, and potential new business opportunities.

• Use data to inform decisions: Analyze CRM data, customer behavior, and business performance trends to uncover actionable insights that support product development and broader business strategy.

• Collaborate across teams: Partner with internal stakeholders to communicate the voice of the customer and contribute to the ongoing improvement of growth products, services, and customer experiences.

• Build and scale the Customer Success function: Help design and refine onboarding processes, coaching programs, business reviews, customer engagement strategies, and success metrics.

• Create repeatable processes and best practices: Identify successful customer engagement approaches and transform them into scalable playbooks, tools, workflows, and operational standards that support future growth.

• Balance execution with strategic development: Manage day-to-day customer needs while contributing to the long-term development of a structured, effective, and scalable Customer Success model.

Requirements:

• Professional experience: At least five years of experience in Customer Success within real estate, lead generation, lead conversion, or a closely related industry.

• Real estate industry expertise: Strong understanding of the needs and business models of real estate agents, teams, brokerages, and independent real estate entrepreneurs.

• Follow Up Boss proficiency: Extensive hands-on experience with Follow Up Boss, including workflow implementation, automation configuration, pipeline management, lead routing, and CRM optimization for real estate sales organizations.

• Lead generation and conversion knowledge: Strong understanding of online lead generation, lead management strategies, sales pipelines, follow-up processes, and conversion models.

• Customer coaching capabilities: Demonstrated ability to advise customers, improve sales behaviors, interpret performance data, and translate business challenges into practical solutions.

• Analytical and problem-solving skills: Ability to evaluate customer performance, identify trends and inefficiencies, and develop data-driven recommendations that improve adoption, productivity, and business outcomes.

• Product and process development experience: Proven ability to support the launch and growth of new products, services, or Customer Success functions, including the development of repeatable processes and best practices.

• Cross-functional collaboration: Experience working with multiple teams to communicate customer needs, share insights, and influence product and business decisions.

• Communication and relationship management: Strong interpersonal, coaching, and communication skills, with the ability to build trust, manage customer relationships, and communicate recommendations clearly.

• Adaptability and initiative: Comfortable operating in a fast-paced, evolving environment with ambiguity, competing priorities, and opportunities to develop new approaches.

• Strategic and operational mindset: Ability to balance hands-on customer support with broader initiatives focused on process improvement, operational scalability, and long-term business growth.

• Remote work readiness: Ability to work independently, manage customer engagements effectively, and collaborate with distributed teams in a remote environment.

Benefits:

• Fully remote work opportunity within the United States.

• Full-time employment offering the opportunity to contribute to a growing business.

• Opportunity to work directly with real estate professionals and help improve their business performance.

• The chance to shape and develop a Customer Success function, including its processes, tools, and best practices.

• Opportunities to influence product development through customer feedback and performance insights.

• A dynamic, entrepreneurial environment that encourages initiative, experimentation, and continuous improvement.

• Professional growth through hands-on experience in customer success, CRM optimization, sales coaching, and business consulting.