Customer Success Manager

Customer Success Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Success Manager based in the United States.

As a Customer Success Manager, you will help real estate agents and teams unlock the full potential of innovative business tools and services to drive growth and improve sales performance. You will combine customer success, sales coaching, CRM optimization, and business consulting to strengthen lead conversion, streamline workflows, and maximize customer outcomes. Through data-driven business reviews and personalized guidance, you will help customers improve follow-up strategies, manage their pipelines, and adopt effective sales practices.

You will also serve as a subject matter expert in real estate CRM solutions, identifying opportunities to improve automation and operational efficiency. Working closely with cross-functional teams, you will turn customer feedback and performance insights into actionable product recommendations. This is an exciting opportunity to help shape and scale a growing Customer Success function within a dynamic, entrepreneurial, and remote-first environment.

• Coach customers on business performance:
  Serve as a trusted advisor to real estate agents and teams, providing practical guidance on lead conversion, follow-up strategies, pipeline management, CRM adoption, and sales best practices.
• Conduct business reviews:
  Lead regular customer performance reviews, analyze key metrics, identify growth opportunities, and translate insights into clear, actionable recommendations aligned with individual business objectives.
• Drive product adoption and customer outcomes:
  Help customers maximize the value of available growth products and services by recommending effective strategies, encouraging consistent usage, and connecting product capabilities to measurable business results.
• Optimize CRM workflows:
  Act as a subject matter expert in Follow Up Boss, helping customers improve CRM adoption, lead management, pipeline progression, and conversion rates.
• Configure and improve sales processes:
  Assess and optimize CRM stages, action plans, automations, lead routing, and follow-up workflows to address customer needs and implement real estate sales best practices.
• Develop scalable CRM solutions:
  Create repeatable Follow Up Boss configurations, workflows, and recommendations that can be applied consistently across different customers and business models.
• Gather customer and product insights:
  Collect and organize customer feedback to identify adoption barriers, product improvement opportunities, workflow challenges, and potential new business opportunities.
• Use data to inform decisions:
  Analyze CRM data, customer behavior, and business performance trends to uncover actionable insights that support product development and broader business strategy.
• Collaborate across teams:
  Partner with internal stakeholders to communicate the voice of the customer and contribute to the ongoing improvement of growth products, services, and customer experiences.
• Build and scale the Customer Success function:
  Help design and refine onboarding processes, coaching programs, business reviews, customer engagement strategies, and success metrics.
• Create repeatable processes and best practices:
  Identify successful customer engagement approaches and transform them into scalable playbooks, tools, workflows, and operational standards that support future growth.
• Balance execution with strategic development:
  Manage day-to-day customer needs while contributing to the long-term development of a structured, effective, and scalable Customer Success model.

• Professional experience:
  At least five years of experience in Customer Success within real estate, lead generation, lead conversion, or a closely related industry.
• Real estate industry expertise:
  Strong understanding of the needs and business models of real estate agents, teams, brokerages, and independent real estate entrepreneurs.
• Follow Up Boss proficiency:
  Extensive hands-on experience with Follow Up Boss, including workflow implementation, automation configuration, pipeline management, lead routing, and CRM optimization for real estate sales organizations.
• Lead generation and conversion knowledge:
  Strong understanding of online lead generation, lead management strategies, sales pipelines, follow-up processes, and conversion models.
• Customer coaching capabilities:
  Demonstrated…