Customer Success Manager - Lofty

About Lofty

Lofty is a high-growth, global SaaS company serving the residential real estate market. Powered by Agentic AI, our platform helps real estate agents, teams, and brokerages market smarter, respond faster, and close more deals — eliminating the busywork so agents can focus on what they do best: building relationships and growing their business. Join us in shaping the future of technology within the real estate space.

Role Overview

The Customer Success Manager owns a portfolio of Lofty's higher-value accounts — mid-market teams, brokerages, and multi-seat customers — serving as their primary strategic point of contact from post-onboarding through renewal and expansion.

Unlike the agent-level Customer Success Representative role, the CSM operates with greater account ownership and decision-making authority: leading business reviews, managing at-risk accounts directly, and shaping account strategy in partnership with Sales, Product, and Support leadership.

Key Responsibilities

Account Strategy & Relationship Management

• Own the end-to-end relationship for an assigned portfolio of mid-market/enterprise accounts

• Lead regular business reviews (QBRs) with customer stakeholders, including brokerage owners and team leads

• Build multi-threaded relationships across each account to reduce single-point-of-contact risk

• Act as the customer's internal advocate, representing their needs to Product and Engineering

Retention & Account Health

• Own churn forecasting and risk mitigation for the assigned portfolio

• Lead save plays and escalation management for at-risk or dissatisfied accounts

• Partner with Support and Product to resolve complex, high-impact customer issues

• Track and report account health metrics (usage, adoption, NPS/CSAT) to leadership

Growth & Expansion

• Identify and lead expansion opportunities (seat growth, upsell, cross-sell) within owned accounts

• Build and present ROI-based business cases for expansion to customer decision-makers

• Partner with Sales/Growth Account Managers on renewal negotiations and contract structuring

• Forecast expansion and renewal pipeline for the assigned book of business

Team & Process Leadership

• Mentor and provide guidance to Customer Success Representatives supporting the same accounts

• Serve as the escalation point for CSRs on complex account issues requiring manager-level intervention

• Contribute to playbooks, cadences, and best practices for the broader Customer Success team

• Partner with RevOps on segmentation, account assignment, and process improvement

Qualifications

Must Have

• 4+ years in Customer Success, Account Management, or similar customer-facing roles, including at least 1-2 years independently managing a book of business

• Experience in B2B SaaS, ideally CRM, real estate technology, or a related industry

• Proven track record of retaining and growing accounts, with quantifiable results

• Strong executive presence; able to lead business reviews with owners and senior decision-makers

• Skilled at navigating account risk, negotiating renewals, and building expansion business cases

• Comfortable working night shift and supporting North American customers

Nice to Have

• Experience mentoring or informally leading junior Customer Success team members

• Familiarity with HubSpot, Salesforce, Gainsight, Intercom, or similar CS/CRM platforms

• Experience using AI tools for account health monitoring, QBR preparation, or customer communication

What Success Looks Like

• Retains and grows an assigned portfolio, hitting net revenue retention and expansion targets

• Proactively identifies and resolves account risk before it becomes churn

• Leads QBRs that stakeholders treat as valuable strategic touchpoints, not status updates

• Builds trusted, multi-threaded relationships that outlast any single point of contact

• Elevates the broader Customer Success team through mentorship and shared best practices