Customer Success Manager

Our client is a leading provider of sales intelligence and prospecting solutions for the commercial real estate industry. Their mission is to empower sales professionals with the data and insights they need to shorten sales cycles and drive revenue. They are seeking a Customer Success Manager (CSM) to join their dynamic team and play a critical role in ensuring clients maximize the value of the platform. This role will focus on client retention, engagement, and operational support, making it a key driver of customer satisfaction and growth.

They are looking for someone with prior SaaS experience, strong client management skills, and a data-driven mindset. The CSM will manage client relationships, monitor usage patterns, ensure renewals, and provide strategic insights that help customers achieve their business objectives. This role is ideal for a proactive problem solver who thrives in a fast-paced environment and enjoys working directly with customers.

Location: Fully-Remote (Work from Home), 10 AM - 6 PM EST

Key Responsibilities:

• Client Onboarding & Training: Lead the onboarding process for new clients, providing customized training to ensure they fully adopt the platform into their workflow.

• Customer Engagement & Retention: Manage relationships with clients, ensuring ongoing engagement and satisfaction by proactively addressing concerns and driving product adoption.

• Renewal & Expansion Strategy: Monitor renewal cycles, proactively engaging with clients to ensure retention and identify upsell/cross-sell opportunities.

• Operational Support: Assist in gathering and analyzing client data to produce reports that help identify trends, usage patterns, and improvement areas.

• Client Advocacy & Feedback: Serve as the voice of the customer internally by gathering feedback and collaborating with the product, sales, and marketing teams to improve offerings.

• Technical & Product Expertise: Gain deep knowledge of the platform to effectively guide clients and resolve inquiries efficiently.

• Process Optimization: Support internal initiatives to enhance customer success processes and increase team efficiency.

What Success Looks Like:

• Renewal & Retention: Consistently meet or exceed renewal rate targets by ensuring high customer satisfaction.

• Customer Engagement: Proactively build relationships with clients, resulting in increased product usage and positive feedback.

• Operational Efficiency: Effectively support client data analysis and reporting to optimize engagement strategies.

• Product Knowledge: Become a trusted expert in the platform, able to provide best practices and solutions to clients.

Required Skills & Qualifications:

• SaaS Experience: 2+ years in a Customer Success, Account Management, or similar role within a SaaS or tech-driven company.

• Client-Facing Expertise: Proven ability to manage customer relationships, drive engagement, and handle customer concerns professionally.

• Analytical & Technical Skills: Strong proficiency in HubSpot and Excel (Pivot Tables, VLOOKUPs) to analyze client data and create reports.

• Problem-Solving & Initiative: Ability to anticipate customer needs, address challenges proactively, and drive solutions.

• Excellent Communication: Strong verbal and written English skills, with the ability to confidently lead customer conversations and explain technical concepts.

• Time Zone Alignment: Based in LATAM or Africa, with the ability to work 10 AM - 6 PM EST.

Join as a Customer Success Manager and play a key role in shaping client relationships and driving retention in the commercial real estate SaaS space!

Application Process:

To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets