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Remote mid-level CSM in metro with a popular title and low-brand company increases applicant competition.
Requires marketplace/transactional CSM and US-facing phone skills, making cross-industry transferability moderate.
Multiple mandatory filters: 2+ years CSM, retention metrics, SQL/BI, US overlap, and English fluency.
Own end-to-end onboarding and activation of new real estate investor buyers, ensuring first to repeat purchase conversion.
Manage high-value accounts focusing on account health and proactive churn prevention using health scoring and save conversations.
Build the Customer Success function from scratch, including playbooks, reporting, and retention metrics, and act as escalation point for buyer issues.
2+ years in Customer Success, Account Management, or Retention in high-volume, low-ACV environments like marketplaces or transactional products.
Demonstrated ownership and improvement of retention, churn, or repeat-purchase metrics.
Proficiency with data tools: basic SQL or strong BI tool fluency (Amplitude, Metabase, Looker, BigQuery, etc.) to independently analyze data.
Must overlap at least 4 hours daily with US Eastern Time and have C1 level English proficiency for US small-business customer interaction.
Experience building Customer Success processes from the ground up rather than executing existing ones.
Comfortable working directly with data and using AI tools in workflows to improve efficiency and decision-making.
Experienced with handling direct, busy, and candid US real estate investors or similar customer profile in fast-paced, high-volume environments.