Client Success Manager (Real Estate SaaS)

Employment Type: Full-Time

Work Setup: Remote

Schedule: ANZ / U.S. Business Hours

About the Role

We’re looking for a Client Success Manager to manage relationships with a large portfolio of customers using a Real Estate SaaS/PropTech platform.

This role goes beyond traditional customer support. You’ll help customers successfully onboard, adopt the platform, achieve their business goals, and continue seeing value from the product. You’ll proactively identify risks, improve retention, and uncover opportunities for account growth.

What You'll Do

• Manage a large portfolio of SMB and mid-market customer accounts.
• Build strong, long-term relationships with customers and serve as a trusted point of contact.
• Support customer onboarding, training, adoption, and ongoing engagement.
• Conduct account health checks and proactively identify churn risks.
• Investigate customer concerns, identify root causes, and develop action plans.
• Partner with internal teams to resolve escalations and improve the customer experience.
• Help customers understand the business value and ROI of the platform.
• Identify opportunities for increased product adoption, retention, and account growth.
• Maintain accurate customer information, activities, and follow-ups in Salesforce or a similar CRM.
• Monitor customer success metrics such as retention, churn, adoption, and engagement.

What We're Looking For

• 3+ years of experience in Customer Success, Account Management, Client Success, or a similar customer-facing SaaS role.
• Experience working with B2B SaaS customers.
• Experience managing multiple customer accounts, ideally 100+ accounts.
• Strong understanding of customer onboarding, adoption, retention, and churn prevention.
• Hands-on experience with Salesforce, HubSpot, or a similar CRM.
• Strong problem-solving and account management skills.
• Excellent written and verbal English communication skills.
• Comfortable conducting customer meetings, training, and business conversations.
• Highly organized and able to prioritize effectively in a high-volume environment.
• Strong sense of ownership and ability to work independently.

Nice to Have

• Experience in Real Estate SaaS, PropTech, or real estate technology.
• Previous experience supporting real estate agents, teams, brokerages, or franchises.
• Familiarity with real estate CRMs, MLS platforms, or real estate marketing technology.
• Experience managing 200–300+ accounts.
• Experience with customer retention, renewals, expansion, or Net Revenue Retention (NRR).
• Experience demonstrating SaaS ROI or business value to customers.

What Success Looks Like

You’ll be successful in this role if you can:

• Proactively manage a high-volume customer portfolio.
• Identify and address customer risks before they become cancellations.
• Drive meaningful product adoption and customer engagement.
• Build trusted relationships while working efficiently at scale.
• Help customers understand how the platform contributes to their business.
• Contribute to strong customer retention and long-term account growth.