Customer Success Manager

About the role

The Mid-Market Customer Success Manager serves as the primary point of contact for a portfolio of 100+ clients post-sale, ensuring a seamless and successful experience with the Lofty CRM platform. This role focuses on driving client adoption, engagement, and long-term value through strategic consultation, data-driven insights, and proactive support.

Responsibilities

• Drive Platform Adoption: Guide clients through onboarding and ongoing adoption of the Lofty CRM platform by sharing best practices and aligning platform capabilities with business goals.
• Lead Client Trainings: Deliver group-based virtual training sessions to educate clients on features, updates, and workflows that enhance productivity and ROI.
• Act as a Strategic Advisor: Conduct regular business reviews to analyze account performance, present actionable insights, and recommend product updates, integrations, and strategies for growth.
• Manage Client Success & Satisfaction: Serve as the go-to contact for client needs, ensuring prompt resolution of requests, issues, and escalations through collaboration with internal support teams.
• Support Retention & Growth: Identify expansion opportunities within accounts; collaborate with Sales to support upsell initiatives and meet team growth targets.
• Monitor & Report on Client Health: Track key metrics, engagement, and platform usage to proactively address risk and ensure ongoing client satisfaction.
• Billing Oversight: Maintain and manage monthly billing for franchise accounts and coordinate with internal stakeholders on corporate-level invoicing.
• Marketing Strategy Consultation: Provide guidance on clients’ marketing strategies by reviewing current efforts, identifying gaps, and recommending improvements via calls, email, and video meetings.
• Champion Client Voice: Advocate for customer needs internally, ensuring feedback is heard and integrated into product development and support initiatives.
• Relationship Management: Build and maintain strong, trusted relationships with clients to drive loyalty and long-term success.

Requirements

• High school diploma required; advanced education or relevant certifications preferred
• 2+ years of experience in a customer service or client-facing role, preferably in real estate, sales, or SaaS
• 1–3 years of experience managing client relationships in a high-volume environment
• Background in online or digital marketing is plus
• Proven ability to resolve client issues with professionalism and efficiency
• Strong communication and interpersonal skills with the ability to present and influence stakeholders at all levels
• Excellent listening, negotiation, and conflict-resolution abilities
• Strong writing, grammar, and proofreading skills for professional client communication
• Able to thrive in a fast-paced, dynamic environment
• Demonstrated ability to multitask, think creatively, and solve problems proactively
• Tech proficient in web tools and platforms
• Experience with CRM platforms is a strong advantage

Qualifications

• High school diploma required; advanced education or relevant certifications preferred
• 2+ years of experience in a customer service or client-facing role, preferably in real estate, sales, or SaaS
• 1–3 years of experience managing client relationships in a high-volume environment
• Background in online or digital marketing is plus
• Proven ability to resolve client issues with professionalism and efficiency
• Strong communication and interpersonal skills with the ability to present and influence stakeholders at all levels
• Excellent listening, negotiation, and conflict-resolution abilities
• Strong writing, grammar, and proofreading skills for professional client communication
• Able to thrive in a fast-paced, dynamic environment
• Demonstrated ability to multitask, think creatively, and solve problems proactively
• Tech proficient in web tools and platforms
• Experience with CRM platforms is a strong advantage

Skills

• Customer Service
• Client Relationship Management
• Strategic Consulting
• Data Analysis
• Productivity Enhancement
• Collaboration
• Conflict Resolution
• Communication
• Technical Proficiency
• CRM Systems

Benefits

• AI-First Innovation
• Health Insurance
• Paid Time Off
• Paternity Leave
• Employee Assistance Program
• Team Building
• Growth Opportunities
• Tools for the Job
• 401(k) Company Match
• Life/AD&D Insurance/Short-Term Disability

Pay

First-year earnings: Starting at $60,000 with a 30% bonus based on performance.

Schedule

You’ll be based out of our headquarters in the Warehouse District of Downtown Phoenix, working a hybrid schedule of four in-office days per week after key KPIs and performance metrics are met.