Customer Success Manager

Job Description

Job Description

About the RoleiHomefinder is a leader in real estate technology, and our mission is to help agents close more deals and thrive. As we grow, we’re expanding our Customer Success team so every client gets the guidance and support they need to succeed with our services.
We’re looking for a Customer Success Manager to help lead that effort. You’ll spend much of your day talking with real estate professionals by phone, video call and scheduled meetings. You’ll get to know their business, help them use more of iHomefinder, and step in with support before small issues turn into reasons to leave. This role suits someone who enjoys building client relationships, likes seeing their work show up in the results, and wants to help shape a program that’s still growing.What You’ll DoProactive client outreach

• Reach out regularly to clients across our base by phone, email and video call to build relationships and keep accounts engaged
• Schedule and lead check-ins, account reviews and feature walkthroughs over video, sharing your screen to show clients how to get more from the platform
• Review how each client uses iHomefinder and recommend features and settings that help them get more value
• Walk clients through setup and troubleshooting, and connect them with Support or other teams when they need more help
• Notice early signs that a client is unhappy or at risk of leaving, and work with them on a plan to keep them successful
• Keep accurate notes on your outreach, outcomes and next steps in Salesforce

Onboarding and adoption

• Guide new clients through their first months so they see results from iHomefinder early
• Share best practices, training resources and product updates so clients keep using more of the platform

Account health and growth

• Track usage, satisfaction and cancellation-risk signals across your accounts
• Find upgrade and renewal opportunities and pass them to Sales or close them yourself

Customer advocacy and collaboration

• Share what you hear from clients with Product, Engineering and leadership, including what’s working, what’s confusing and why clients stay or leave
• Work with Support, Website Builds, Sales and Marketing so clients get one consistent experience, and help find success stories for case studies
• Help improve outreach playbooks, talk tracks and processes as the program grows

How Success Is Measured

• Client retention and reduced churn across your accounts
• Feature adoption and engagement gains from your outreach
• Consistent outreach activity and meaningful client conversations
• Client satisfaction
• Clean, complete Salesforce records

What We’re Looking ForMust have

• 1–3 years in customer success, account management or another client-facing role
• A track record of reducing churn or improving retention
• Comfortable with proactive outbound calls, long stretches on the phone and leading video meetings
• Strong time management: you can balance a full calendar of scheduled meetings with ongoing outreach and follow-up without dropping anything
• Strong phone and on-camera presence, and clear, friendly writing
• Able to explain technical features in plain language
• Resilient and persistent with follow-up
• Organized and data-minded, with accurate CRM notes
• Dependable, hardworking and client-first

Nice to have

• Experience with real estate tech, SaaS or IDX/MLS platforms
• Knowledge of the real estate industry
• Salesforce experience
• Familiarity with WordPress and Wix
• Exposure to Braze, Customer.io or other engagement tools
• Experience with Zoom and scheduling tools such as Calendly

Compensation & Benefits

• Hourly (non-exempt), $24.00–$31.25/hour (about $50,000–$65,000 a year at 40 hours a week), based on experience
• Medical, dental, vision and life insurance
• 401(k) with company match
• PTO and sick leave
• Modern office in downtown Eugene with paid parking

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