Customer Success Manager (Brivity)

Customer Success Manager (Brivity)

At PLACE, we're building a category-defining company at the intersection of real estate, technology, business services, and the consumer. As a profitable, hypergrowth startup on the path to an IPO, our standards are high, our team is scrappy, and our commitment is to execute the best work of our lives.

This is YOUR CHANCE to be the reason our customers win. As our Customer Success Manager for Brivity, you'll partner with the Success Team Lead to own a portfolio of accounts, drive measurable outcomes, and deliver a customer experience that sets the standard for what great looks like. If you lead with empathy, thrive on accountability, and believe that customer success is a growth strategy, this is your PLACE.

You are a relationship builder who holds yourself accountable to outcomes, not just activity. You communicate with clarity and warmth, and you know how to navigate a difficult conversation without losing the customer. You're organized enough to manage a large book of accounts without dropping the ball, and sharp enough to spot patterns in feedback before they become bigger problems. You thrive in fast-moving environments, stay calm under pressure, and you're always looking for a better way to do things. You don't wait to be told what needs fixing. You own it.

Own a portfolio of large accounts as the primary point of contact, driving ongoing engagement, retention, and customer satisfaction.

Consistently meet and exceed KPIs related to customer engagement, retention, and satisfaction scores.

Proactively identify and reach out to unresponsive or at-risk accounts to drive re-engagement and reduce churn before it happens.

Conduct regular scorecard reviews and use the results to guide strategic, personalized outreach.

Manage and resolve training tickets in the success queue from intake through close, independently owning every step of the process.

Lead and co-pilot office hours sessions, providing live product support and guidance that customers actually look forward to attending.

Develop deep expertise across all Brivity tools including CRM, CMA, Marketer, Website, Go App, and Kwkly.

Maintain accurate, up-to-date customer records in HubSpot with consistency and care.

Surface patterns and process improvement opportunities to your supervisor and director to continuously elevate the customer experience.

Create and maintain clear process and training documentation that makes the whole team better.

Handle customer complaints with professionalism and composure, following established communication guidelines while always advocating for the best outcome.

Well-developed verbal and written communication skills, professional, clear, and adaptable to any audience.

Proven ability to manage a large book of accounts simultaneously without losing attention to detail.

Strong organizational and prioritization skills with the ability to triage by urgency and impact in real time.

A sharp eye for patterns across customer feedback and support data.

A coachable, resilient mindset and comfort working through ambiguity without losing momentum.

Experience in a customer-facing role, ideally in SaaS or tech. Real estate industry knowledge is a bonus.

We believe people do their best work when they're trusted, supported, and surrounded by others who are equally driven. That's why this role includes a "work from the PLACE you work best" approach, at home, in an office, or on the move. Our competitive benefits include PTO as needed, comprehensive insurance coverage, a 401(k) match, stock option grants, and a stock purchase plan. Every team member is an owner, building the PLACE they are proud to call "my company."

Salary: $24-26 per hour

Location: This is an office role in Bellingham, WA.