Customer Success Manager

We are looking for a CRM Specialist whose primary responsibility is to coach agents on proper, consistent, and effective use of Swarm, our in-house Client Relationship Manager. This is not a passive support role. This person is proactive, instructional, and accountable for adoption. The goal is simple: Help users use Swarm correctly, daily, and with confidence so it directly improves productivity, organization, and results. Core Responsibilities CRM Coaching & Adoption (Primary Focus) Coach agents on how and why to use Swarm daily Train users on best practices for: Contact management Follow-ups and tasks Campaigns and automations Listings, buyers, and pipeline tracking Notes, activity logging, and accountability Identify usage gaps and proactively reach out to users who are underutilizing Swarm Reinforce correct behavior and habits, not just explain features Hold users accountable to basic CRM standards and expectations Support & Troubleshooting Act as first-line support for Swarm-related questions and issues Diagnose user errors vs. system issues and resolve efficiently Escalate true technical issues to the development team with clear documentation Follow up to ensure issues are fully resolved and usage improves Training & Documentation Assist with onboarding new agents and staff into Swarm Help run group trainings, workshops, and office sessions Create or improve simple guides, walkthroughs, and short how-to resources Translate technical features into plain, practical language Provide feedback to leadership and product teams on: Feature confusion Opportunities to improve usability and adoption Track recurring issues and recommend solutions or training updates What Success Looks Like Higher daily usage and consistency across agents Agents understand how Swarm helps them, not just how it works Strong adoption of required workflows and standards Required Skills & Experience Strong understanding of CRM systems (real estate CRM experience preferred) Comfortable coaching adults and correcting behavior professionally Clear communicator who can explain concepts simply Patient, organized, and detail-oriented Confident following up and holding users accountable Tech-savvy, but people-first Preferred Experience Experience supporting or training real estate agents Experience with Swarm or similar platforms (Salesforce-based systems a plus) Background in support, onboarding, training, or operations Personality Fit Proactive, not reactive Calm under pressure Direct but respectful Obsessed with process, consistency, and improvement Takes pride in helping others perform better #J-18808-Ljbffr JohnHart Real Estate