Customer Success Manager

About Client

This organization is a fast-growing, data-driven company in the real estate investment industry that specializes in delivering high-quality, motivated seller leads to real estate professionals. They prioritize autonomy, ownership, and high performance, valuing efficient execution over unnecessary bureaucracy. The team moves quickly, operates collaboratively, and is focused on sustainable growth and measurable impact.

Job Description

We are seeking a hands-on, process & results-driven Customer Success Manager to step into a critical role within a fast-paced, scrappy startup environment. While the core schedule aligns with standard 9–5 EST hours, this role requires a high level of ownership and flexibility—stepping in beyond traditional hours when needed to support team members or key customers.

This individual will oversee a team of six representatives and will be directly accountable for improving key performance metrics across retention, churn, and expansion.

The ideal candidate must be comfortable taking a deep, analytical approach to the existing customer success function—evaluating current workflows, identifying gaps, and either refining or fully overhauling processes where necessary. This includes making tough personnel decisions, such as managing out underperforming team members and recruiting stronger talent to elevate overall team performance.

Success in this role will come from implementing structure, accountability, and scalable, repeatable processes across the team. We are looking for someone who can bring operational rigor while maintaining the agility required in a startup environment—building systems that not only solve immediate challenges but also support long-term growth.

What We Offer

• Base salary of $100,000 – $140,000 + Bonuses = On-Target Earnings (OTE) of $180,000 – $200,000

• 100% employer-paid individual health coverage (Medical, Dental, Vision)

• 401(k) plan with company match

• Opportunity to build and scale a high-impact Customer Success function

• Collaborative, performance-driven culture with strong leadership visibility

Essential Duties & 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 & Qualifications

• 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