Customer Success Account Manager

Position
:
Customer Success Account Manager (Mid-Market)

Lofty is a high-growth, global SaaS company serving the residential real estate market. Powered by Agentic AI, our solutions address the daily pain points faced by real estate agents, teams and brokerages, empowering them to launch effective marketing campaigns, capture and convert leads into meetings, and close more deals faster.

Full-time

The Mid-Market Customer Success Manager serves as the primary point of contact for a portfolio of 100+ clients post-sale, ensuring a seamless and successful experience with the Lofty CRM platform. This role focuses on driving client adoption, engagement, and long‑term value through strategic consultation, data‑driven insights, and proactive support. By understanding each client’s unique goals and business needs, the CSM delivers tailored recommendations, supports growth opportunities, and strengthens client relationships to maximize retention and expansion.

• Drive Platform Adoption:
  Guide clients through onboarding and ongoing adoption of the Lofty CRM platform by sharing best practices and aligning platform capabilities with business goals.
• Lead Client Trainings:
  Deliver group-based virtual training sessions to educate clients on features, updates, and workflows that enhance productivity and ROI.
• Act as a Strategic Advisor:
  Conduct regular business reviews to analyze account performance, present actionable insights, and recommend product updates, integrations, and strategies for growth.
• Manage Client Success & Satisfaction:
  Serve as the go‑to contact for client needs, ensuring prompt resolution of requests, issues, and escalations through collaboration with internal support teams.
• Support Retention & Growth:
  Identify expansion opportunities within accounts; collaborate with Sales to support upsell initiatives and meet team growth targets.
• Monitor & Report on Client Health:
  Track key metrics, engagement, and platform usage to proactively address risk and ensure ongoing client satisfaction.
• Billing Oversight:
  Maintain and manage monthly billing for franchise accounts and coordinate with internal stakeholders on corporate‑level invoicing.
• Marketing Strategy Consultation:
  Provide guidance on clients’ marketing strategies by reviewing current efforts, identifying gaps, and recommending improvements via calls, email, and video meetings.
• Champion Client Voice:
  Advocate for customer needs internally, ensuring feedback is heard and integrated into product development and support initiatives.
• Relationship Management:
  Build and maintain strong, trusted relationships with clients to drive loyalty and long‑term success.

You’ll be based out of our light‑filled headquarters in the Warehouse District of Downtown Phoenix—a 17,000‑square‑foot space designed for collaboration, creativity, and connection. During onboarding and training you’ll work in‑office five days a week. Once key KPIs and performance metrics are met, you’ll transition to a hybrid schedule of three in‑office days per week.

Base salary starting at $60,000 plus a 30% bonus with opportunities for growth based on performance.

• High school diploma required; advanced education or relevant certifications preferred.
• 2+ years of experience in a customer service or client‑facing role, preferably in real estate, sales, or SaaS.
• 1–3 years of experience managing client relationships in a high‑volume environment.
• Background in online or digital marketing is a plus.
• Proven ability to resolve client issues with professionalism and efficiency.
• Strong communication and interpersonal skills with the ability to present and influence stakeholders at all levels.
• Excellent listening, negotiation, and conflict‑resolution abilities.
• Strong writing, grammar, and proofreading skills for professional client communication.
• Ability to thrive in a fast‑paced, dynamic environment.
• Demonstrated ability to multitask, think creatively, and solve problems proactively.
• Technically proficient in web tools and platforms.
• Experience with CRM platforms is a strong advantage.

• AI‑First Innovation:
  Access to leading AI tools,…