Client Success & Inbound Conversion Specialist

Company Overview

Relitix gives real estate brokerage leaders something the industry has long operated without: clear, reliable data they can actually act on. Our platform turns complex agent-movement, recruiting, and retention signals into practical intelligence that broker-owners use to make better decisions every day. We serve independent brokerages directly and partner with franchise leadership across the industry, and our clients stay with us because the product consistently earns its place in how they run their business.

We run on a simple belief: disciplined execution beats noise. The people who thrive here treat process, accuracy, and follow-through as a craft, not as overhead.

This is a blended Client Success and Inbound Conversion role, and it rewards a specific kind of professional, someone who finds genuine satisfaction in clean systems, complete records, and clients who succeed because you stayed on top of the details. You’ll own a portfolio of 30–50 brokerage accounts, driving onboarding, adoption, training, and first-line support, while also converting a steady stream of warm inbound and franchise-referred leads through consultative, data-grounded product demonstrations.

It’s two motions in one seat: the patience to nurture and retain, and the responsiveness to convert quickly and professionally. This is not a high-pressure cold-calling job, and it is not a fit for someone who views admin or support tickets as beneath them. It’s built for an operator who runs a tight, repeatable routine, articulates the value of an excellent product without reaching for discounts, and takes quiet pride in being the most reliable point of contact a client has ever had.

Account Ownership & Retention

• Own the post‑sale relationship for 30–50 assigned brokerage accounts as their primary point of contact.
• Drive rapid onboarding so that every new account reaches its defined "first value" milestones within the first 90 days.
• Lead user‑group trainings and ongoing adoption efforts; monitor usage metrics and proactively engage at‑risk accounts before they slip.
• Log meaningful proactive engagement and summary notes for at least 20 distinct accounts each week, and refresh adoption scores across your full portfolio monthly.

First‑Line Support

• Serve as the first point of contact for support tickets within your assigned accounts.
• Own execution of support workflows, document recurring technical issues, and elevate cleanly and clearly to Engineering.

Inbound & Channel Conversion

• Respond to every qualified inbound lead with a substantive outreach sequence (phone call, email, and text) within 2 business hours; no lead left sitting in "New."
• Run consultative, operationally tailored product demonstrations that map platform capabilities to each broker‑owner's specific recruiting and retention priorities.
• Systematically follow up on franchise‑channel referrals and convert at a healthy clip while holding list pricing within 10%; value confidence over discounting.

CRM Discipline & Pipeline Hygiene

• Maintain flawless, real‑time CRM records: phone calls and texts logged immediately, meeting summaries documented within 24 hours.
• Keep every open deal touched within a rolling 7‑day window, with an explanatory note on any close‑date change; no past‑due deals, no unexplained pipeline moves.

Expansion & Renewals

• Identify upsell, user‑add, and expansion signals across your portfolio and execute on them.
• Support leadership in contract‑renewal conversations with hard usage analytics.

• Experience in real estate, brokerage operations, or selling to broker‑owners is mandatory.
• 3+ years in customer success, account management, or inside sales; ideally in B2B SaaS.
• A specific, self‑described system for CRM hygiene. You log interactions as they happen; you don’t rely on "remembering everything" and catching up on the weekend.
• The poise to engage experienced executives as a peer, translating complex data into plain, practical business value; not reading from a script.
• A service‑first mindset: you genuinely enjoy solving client problems and doing the foundational work that keeps accounts healthy.
• Structural…