Customer Success Manager
Core
Own the post-purchase relationship with real estate investor buyers, driving onboarding, retention, and churn reduction in a two-sided marketplace.
Role type
Senior Customer Success Manager (Greenfield function builder)
Builds
Customer Success playbooks, health-scoring models, and retention reporting systems from scratch
Domain
Real estate technology / Two-sided marketplace
Required skills
Customer success/account management in high-volume low-ACV environments, retention/churn metric ownership, SQL or BI fluency, process design from zero, written/spoken English C1, phone confidence with US small business, practical AI tool usage
Preferred skills
Real estate or proptech experience, CRM automation design, Ukrainian or Russian language
Technologies
SQL, Amplitude, Metabase, Looker, BigQuery, Intercom, HubSpot
Responsibilities
Design and execute end-to-end onboarding sequences for new buyers, manage high-value accounts with proactive health scoring, resolve escalations regarding lead quality and billing, report on retention metrics and churn drivers, build Customer Success playbooks and health models, collaborate with product on lifecycle experiments
Seniority
Senior, hands-on IC building a new function
