Customer Success Manager

About the job

Our client is a fast-growing, US-based technology company transforming how people invest in land. Serving the land investment community, their proprietary software provides comprehensive property records, due diligence tools, and real estate data analytics. They empower clients to make confident and profitable decisions in the land market, often involving significant investments. Despite their lean team, they are experiencing rapid growth and operate with a dynamic, close-knit culture focused on ownership, accountability, and innovation.

The second Customer Success Manager will focus on supporting more technically complex client needs, complementing the first CSM. You’ll play a key role in solving advanced user challenges, providing technical guidance, and contributing to the evolution of our client success systems.

Key Responsibilities

Advanced Client Support & Onboarding:

Conduct 1:1 video sessions with high-tier clients to guide them through complex software features, workflows, and data analysis questions.
Troubleshoot advanced technical issues and provide creative solutions for unique client scenarios.
Email Support & Account Management:

Manage support tickets for technically challenging queries, collaborating with product and engineering teams when necessary.
Maintain strong relationships with clients, ensuring their success and long-term satisfaction.
Cancellation Recovery & Retention:

Identify clients at risk of churn, understand root causes, and execute re-engagement strategies.
Provide tailored technical guidance to revive interest and maximize product adoption.
System & Process Development:

Contribute to building scalable resources (tutorials, FAQs, automated workflows) for clients with advanced technical needs.
Suggest improvements to product features based on client feedback and usage patterns.
Cross-functional Collaboration & Strategy:

Work closely with product, engineering, and marketing teams to address technical issues and improve customer workflows.
Report directly to the CEO and provide insights to inform product development and customer success strategy.

Must-have Qualifications:

Previous experience in Customer Success or Client Onboarding roles in a SaaS or technology environment.
Strong technical aptitude; ability to learn and explain complex systems quickly.
Fluent in English with excellent verbal and written communication skills.
Confident on-camera presence with strong presentation skills for client-facing video calls.
Highly accountable, proactive problem-solver, able to independently manage technical escalations.
Strong interpersonal skills and professional demeanor.
Availability to work full-time, Monday to Friday, with overlap in US Eastern Time (EST) hours.
Preferred:

Experience with tools like HubSpot, Excel, CRMs, and SaaS analytics platforms.
Background in real estate, investment tech, or data-driven SaaS products.
Experience handling complex, technical client requests or troubleshooting SaaS workflows.

What Makes This Role Exciting

Tech-Focused Impact: Serve clients with challenging technical questions and influence product adoption.
High-Responsibility Role: Collaborate directly with clients and internal teams to shape the customer experience.
Fast-Growing SaaS Environment: Be part of a rapidly scaling company with an entrepreneurial mindset.
Remote, Global Team: Join a high-performing international team while working from your location.
Rewards & Flexibility: Quarterly bonus system, paid holidays, PTO, and a supportive leadership team invested in your growth.

Customer Success Manager