Customer Success Manager (US Client)

About the role

The Customer Success Manager (CSM) will manage a portfolio of high-value customer accounts, including mid-market teams, brokerages, and multi-seat customers. This role serves as the primary strategic point of contact throughout the customer lifecycle, from post-onboarding to renewal and account expansion. The CSM will take ownership of account strategy, lead business reviews, proactively manage at-risk accounts, and identify opportunities to increase customer retention and revenue. This position requires strong relationship management, commercial awareness, and the ability to collaborate with Sales, Product, and Support teams to deliver long-term customer value.

Key responsibilities

• Manage end-to-end relationships with an assigned portfolio of mid-market and enterprise accounts.
• Lead regular Quarterly Business Reviews (QBRs) with key stakeholders, including brokerage owners, business leaders, and team managers.
• Build and maintain relationships with multiple stakeholders within each account to strengthen engagement and reduce dependency on a single point of contact.
• Understand customer objectives, business challenges, and growth plans to develop tailored account strategies.
• Represent customer needs internally and collaborate with Product and Engineering teams to improve the overall customer experience.
• Monitor account health, forecast potential churn, and implement proactive risk mitigation strategies.
• Lead retention initiatives and manage escalations involving at-risk or dissatisfied customers.
• Partner with Support and Product teams to resolve complex, high-impact customer issues.
• Monitor and report key account health metrics, including product usage, adoption, Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT).

About us

Our client is a high-growth global SaaS company serving the residential real estate industry. Its AI-powered platform helps real estate agents, teams, and brokerages improve their marketing, respond to customers faster, and grow their businesses by streamlining daily tasks and strengthening customer relationships. The company is focused on developing innovative technology that enables real estate professionals to work more efficiently, deliver better customer experiences, and achieve sustainable business growth.