Customer Success Manager (REI)

About Our Client Our client is a fast-growing lead generation and digital marketing company that helps businesses accelerate revenue by delivering exclusive, high-quality sales opportunities. After establishing themselves as a trusted partner to real estate investors nationwide, they are expanding into the roofing industry by providing qualified homeowner leads through a flexible pay-per-lead model. Their mission is simple: help contractors grow their businesses by connecting them with customers actively looking for their services. Job Summary We are seeking a highly driven Customer Success Manager (REI) to lead customer retention efforts while serving as a mentor and coach to our Customer Success team. This role is responsible for protecting recurring revenue by building strong relationships with high-value and at-risk clients, developing customized retention strategies, and identifying opportunities to expand existing accounts. As both an individual contributor and team leader, you'll work cross-functionally to improve customer satisfaction, reduce churn, and create a world-class client experience. The ideal candidate is a strategic relationship builder with exceptional communication skills, a consultative mindset, and a passion for helping both customers and teammates succeed. *Note: Please only apply if you have experience within the Real Estate Investment Wholesale industry. What We Offer Base Salary: $8,000 per month ($96,000 annually) Performance Bonus: Target of up to $4,000 per month On-Target Earnings (OTE): $12,000 per month ($144,000 annually) Top performers earn $15,000+ per month ($180,000 annually) Comprehensive paid training and onboarding Employer-paid Medical, Dental, and Vision insurance 401(k) with company match Fully remote position with long-term growth opportunities Performance bonuses tied to customer retention, revenue protection, account expansion, and customer satisfaction Opportunity to make a direct impact on company growth and recurring revenue Work alongside a collaborative, high-performing leadership team Career advancement opportunities within a rapidly growing organization Essential Duties & Responsibilities Develop and execute retention strategies for high-risk and high-value customer accounts. Personally manage escalated client relationships to reduce cancellations and strengthen long-term partnerships. Create customized success plans that maximize customer satisfaction and retention. Monitor customer health metrics and proactively identify accounts showing signs of churn. Conduct regular business reviews with VIP clients and serve as the primary escalation point for strategic accounts. Identify opportunities to expand existing customer relationships through additional products and services. Partner with Sales and Customer Success teams to drive account growth and maximize customer lifetime value. Coach, mentor, and train Customer Success Managers on objection handling, negotiation, and relationship management. Improve retention processes by analyzing churn trends and implementing best practices across the organization. Track retention metrics, revenue protected, customer satisfaction, and overall team performance while providing regular reporting to leadership. Qualifications 5+ years of experience in Customer Success, Account Management, Client Services, Sales, or Customer Retention. Demonstrated success reducing customer churn and growing existing customer accounts. Strong consultative selling, negotiation, and conflict resolution skills. Experience managing executive-level and high-value client relationships. Proven ability to coach, mentor, and develop customer-facing teams. Strong analytical mindset with experience interpreting customer health metrics and KPIs. Proficiency with CRM systems and customer success platforms. Excellent verbal, written, and presentation communication skills. Highly organized with the ability to prioritize multiple client relationships simultaneously. Real Estate Investing industry experience is strongly preferred.