Customer Success Manager

Position:
Customer Success Manager (Tier
1)

Annual Salary Range: $79,000-$85,000

Annual Variable: $20,000 (based on metrics and performance: paid each quarter)

This is an individual contributor role and reports to the Sr. Customer Success Manager

We are looking for a proactive and tech-savvy Customer Success Manager to join our growing Customer Success team. In this role, you will be the strategic point of contact for customers after onboarding, helping brokerages and their agents maximize the value of our product. You’ll work closely with Product, Sales, and Engineering teams to represent the voice of the customer and drive long-term satisfaction and retention.

Moxi Works is a real estate technology company built by real estate pros, for real estate pros. Our marketing platform helps agents and brokerages stay focused on what matters most: finding, winning, and closing more deals.

With decades of industry experience, we understand the challenges because we’ve lived them. That’s why everything we build is designed to make real estate easier, from connecting systems to simplifying follow-up.

Trusted by 800+ brokerages and 400,000 agents, Moxi Works is a leader in Prop Tech and a proud partner to the people moving this industry forward.

• Customer First
• Sense of Urgency
• Accountable & Reliable
• Relentless Execution

Come join Moxi Works as we are committed in delivering results with shared purpose with values that empower and connects us.

• Serve as the primary point of contact for customers post-onboarding and beyond.
• Understand customers’ business goals and how our product aligns with their needs.
• Develop success plans to track key deliverables and milestones relevant to each customer.
• Advocate for your customers, escalating critical business impacting issues in order to drive resolution.
• Conduct business reviews with key stakeholders to identify wins, areas of opportunities and to demonstrate value realization.
• Monitor customer health metrics and proactively reach out to drive engagement and adoption.
• Document feature requests, and user feedback for internal teams and to help influence the Product Roadmap.
• Collaborate cross-functionally across internal Moxi Works teams (Support, Education, Sales, Marketing, Product, Finance, Engineering)
• Keep your customers informed about upcoming product feature releases.
• Project Management: ability to manage multiple concurrent initiatives across your book of business.
• Maintain accurate records in CRM and support systems (e.g., Salesforce, Churn Zero)
• Contribute CSM specific content including but not limited to templates, playbooks, FAQs, and internal documentation resources.
• Surface expansion opportunities for our Sales Team through relationship building, value demonstration and great discovery.
• Ability to take initiative and adapt as needed.
• Solution-oriented mindset with strong self-management and organizational skills.
• Monitor and identify usage trends to uncover renewal risks and to highlight opportunities to increase engagement and adoption.
• Occasional travel to customer locations or conferences is expected in this role.

• 3+ years of experience in a customer-facing role (Customer Success, Support, or Account Management), ideally in a tech/SaaS environment.
• Proven track record of managing enterprise or mid-market accounts with a focus on renewals, adoption and expansion.
• Experience working in a consultative capacity with clients, including running workshops, delivering presentations, and discussing goals and program outcomes with senior stakeholders
• Organized, analytical, and comfortable presenting and speaking to data-driven insights with senior stakeholders.
• Strong communication and relationship-building skills.
• Proactive mindset. Able to identify signals and initiate value-driven conversations quickly.
• Solutions-oriented with strong problem-solving skills.
• Comfortable working with technical products or APIs (no coding required, but ability to understand how it works).
• Experience using CSM tools like Churn Zero, Gong, MS Office, Salesforce.
• Passion for exceeding customer expectations and providing exceptional service.
• Familiarity with…