Customer Success Manager

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 support their clients, often investing thousands of dollars in making confident and profitable decisions in the land market. Despite their lean team size, they're experiencing rapid growth and operate with a dynamic, close-knit culture focused on ownership, accountability, and innovation.

As the first Customer Success Manager on the team, you'll play a pivotal role in shaping and scaling the client onboarding and success strategy. Your responsibilities will evolve from direct client engagement to strategic system building. 

Key responsibilities include:

• Client Onboarding & Training: Conduct high-quality 1:1 video sessions with high-tier clients to walk them through the software and answer critical questions.
• Email Support & Account Management: Support clients post-onboarding with follow-up guidance, help tickets, and problem-solving.
• Cancellation Recovery: Handle re-engagement efforts by booking follow-up calls with clients at risk of cancellation and identifying opportunities to revive interest.
• System & Process Development: Build scalable onboarding systems (videos, webinars, FAQs, automated flows) for lower-tier clients to reduce manual interaction.
• Client Success Strategy: Collaborate with leadership to identify customer pain points, opportunities for upselling, and continuous improvement of the customer journey.
• Cross-functional Collaboration: Work closely with the customer support and marketing teams, reporting directly to the CEO.

Qualifications

Must-Haves:

• Previous experience in Customer Success or Client Onboarding roles within a SaaS environment.
• Fluent English with excellent verbal and written communication skills.
• Confident on-camera presence and strong presentation abilities for client-facing video calls.
• Strong interpersonal skills with a professional demeanor.
• Highly accountable, self-driven, and proactive problem-solver.
• Strong attention to detail and ability to manage multiple tasks.
• Desire to grow, take initiative, and contribute to building new systems from scratch.
• Availability to work full-time, Monday to Friday, aligned with US business hours - preferred overlap with Eastern Standard Time (EST)

Preferred:

• Familiarity with tools like Airtable, Excel, and CRMs
• Background in working with U.S.-based clients or in the real estate/investment tech space is a plus.

What Makes This Role Exciting

• Build from the Ground Up: Be the pioneer of our customer success program and leave your fingerprint on how we serve our clients.
• High-Impact Role: Collaborate directly with clients to influence and guide their path to success.
• Fast-Growing SaaS Environment: Join a fast-scaling company with an entrepreneurial mindset and exciting career growth opportunities.
• Global Team, Remote Culture: Work with a high-performing international team from the comfort of your location.
• Bonuses & Flexibility: Enjoy annual performance bonuses of up to 20%, paid holidays, PTO, and a supportive leadership team committed to your success.