Customer Success Specialist

About the Company

We are an industry-leading financial technology and risk-management platform revolutionizing the residential real estate market. By bridging the gap between property operators and renters, our platform improves housing accessibility while protecting rental income for property owners. Supported by advanced risk-assessment algorithms and backing billions in residential guarantees, we partner with the nation’s top property management firms and have been recognized on numerous national lists for fast-growing ventures and exceptional workplace culture.

Our Operations & Customer Success team is integral to this mission. The team handles application processing, guides clients through risk-mitigation products, and collaborates with property management professionals to streamline the leasing journey.

Role Overview

As a Customer Success Specialist , you will serve as a primary point of contact for renters, landlords, and leasing brokers. You will deliver high-touch service, assist clients through the application and onboarding process, and help property managers navigate our product offerings.

This position demands high empathy, analytical clarity, and strong problem-solving skills to ensure exceptional client satisfaction and seamless operations.

Key Responsibilities

• Product Guidance: Educate renters and prospective clients on product offerings, qualification guidelines, and platform features to ease the leasing workflow.
• Relationship Management: Build and nurture strong working relationships with leasing agents, brokers, and renters to promote retention, expansion, and high satisfaction rates.
• Churn Mitigation: Monitor customer accounts and engagement metrics proactively to minimize churn and identify renewal opportunities.
• Complex Problem Resolution: Spearhead deal escalations, resolve nuanced client inquiries, and manage conflict resolution with professionalism.
• Voice of the Customer: Gather operational feedback and user insight to present actionable recommendations to management and product teams.
• Operational Analytics: Track engagement metrics and communication touchpoints to support continuous improvements in client experience and internal workflows.

Qualifications & Skills

• Education: Bachelor’s degree required.
• Communication: Exceptional verbal and written communication skills with a polished, professional demeanor across email and phone.
• Quantitative Ability: Comfort with foundational numerical logic and basic algebra for processing risk metrics and application details.
• Adaptability: Ability to excel in a fast-paced, rapidly evolving technology environment.
• Proactive Drive: Strong self-starter attitude with demonstrated initiative in problem-solving.
• Team Collaboration: Proven ability to work collaboratively in a team-centric environment with frequent cross-functional touchpoints.
• Schedule Flexibility: Ability to work one weekend day per week (with a designated weekday off during the standard 5-day workweek).