Customer Success Manager
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Job Description
Client Success Manager ensuring customer satisfaction and engagement for real estate agents using Real Geeks technology. Providing training and strategic guidance for maximizing ROI.
Responsibilities:
- Onboard new clients (post implementation) and guide them through the utilization of our CRM, website, and lead generation services.
- Educate customers on how to effectively convert leads using our platform, providing best practices and coaching.
- Develop personalized success plans based on each agent’s business goals.
- Conduct regular check-ins, strategy sessions, and performance reviews with clients.
- Proactively identify at-risk clients and implement strategies to improve adoption and engagement.
- Ensure all clients have a positive experience with Real Geeks, even if they have chosen to stop doing business with our company.
- Provide hands-on training for clients on CRM automation, follow-up strategies, and website management.
- Conduct one-on-one coaching sessions to enhance customer knowledge.
- Assist clients with optimizing their online presence and lead follow-up workflows.
- Provide fast and satisfactory resolution of all inbound inquiries from your assigned clients (via phone, email, live chat).
- Conduct proactive outreach to clients with low CSAT or NPS scores.
- Conduct thorough discovery to get at the root cause of each client’s challenges or frustrations.
- Identify the right resolution steps to prevent cancellations, from training and coaching to financial relief.
- Reset expectations and d e-escalate clients who have had a negative experience or are frustrated with our lead generation services or platform, as appropriate.
- Gather actionable insights from clients needing support or wanting to cancel to help improve products and services we offer.
- Address client concerns, provide solutions, and escalate issues when necessary.
- Advocate for clients internally, collaborating with Product, Client Marketing, and Support teams to improve the customer experience.
- Advocate for your customers by collaborating with our Training and Engagement team to develop tailored content and training that enhances their success.
- Identify expansion opportunities, such as additional lead generation services, and provide consultative recommendations.
Requirements:
- 2+ years in customer success, account management, training, or senior support role (SaaS, marketing, or real estate experience preferred).
- Experience with CRMs, digital marketing, or lead generation tools (bonus if you’ve used real estate CRMs).
- Excellent communication skills, both written and verbal with the ability to coach, train, and inspire real estate agents.
- Self-motivated with a strong sense of ownership and accountability.
- Technical aptitude and the ability to thrive in a fast-paced, customer focused environment and are proactive in solving problems.
- Deep knowledge of the Real Geeks suite of tools and and how to leverage them as a real estate agent.
Benefits:
- Health insurance
- Paid time off
- Flexible work arrangements
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