This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the ongoing success of a portfolio consisting of MLS and Association clients.

• Create Customer Success Plans that include clearly defined success criteria, milestones, and action items.

• Promote product adoption and realization of value by leveraging product knowledge, engaging in customer discussions, analyzing usage data, and understanding business context.

• Conduct proactive virtual and in-person meetings with customers, including staff, executives, boards, and committees.

• Evaluate customer health, identify potential risks, diagnose underlying issues, and implement documented recovery strategies.

• Collaborate with Support, Implementation, Product, Sales, and other relevant teams.

• Maintain responsibility for customer communication, ensuring internal alignment and follow-through.

• Prepare for renewals and partner with Sales on account health, outcomes, and renewal risks.

• Share insights, contribute innovative ideas, enhance playbooks, and support continuous improvement initiatives.

⛳️ Requirements

• Minimum of 3 years of experience in a customer-facing Success role (such as Customer Success, Account Management, or equivalent) in a SaaS environment.

• Proven ability to comprehend customer business needs and link software adoption to quantifiable outcomes.

• Strong consultative abilities, including discovery, active listening, problem diagnosis, and the capacity to guide or constructively challenge customers.

• Experience in managing a portfolio of customers with competing priorities, risks, and deadlines.

• Executive presence with the ability to engage senior leaders and present to boards, committees, or group audiences.

• Excellent written and verbal communication skills.

• Solid problem-solving capabilities and a proactive approach to managing customer requirements and resolving issues.

• A collaborative and resourceful mindset.

• Strong interest in technology and assisting customers in adopting software to enhance their business operations.

• Preferred: Experience with MLS, REALTOR® associations, or other membership-based or governance-driven organizations, or a robust working knowledge of the real estate sector.