Customer Success Manager

🕒 Setembro 1

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

🏆 Sucesso do Cliente

🚫👨‍🎓 Sem graduação necessária

👻 Score fantasma 26%

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iSpeedToLead

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2021

🏠 Imobiliário

🏪 Marketplace

🤖 Inteligência Artificial

Real Estate • Marketplace • Artificial Intelligence

iSpeedToLead é um marketplace de leads imobiliários que oferece leads de vendedores motivados e verificados, com alta intenção de venda, para profissionais do setor. A plataforma combina verificação humana com ferramentas baseadas em IA — incluindo DealPredictor (pontuação de potencial de fechamento), resumos e scripts de chamadas em IA e filtros de classificação de leads — para ajudar os usuários a encontrar, adquirir e converter leads rapidamente. A iSpeedToLead oferece múltiplas fontes de leads (Google, Facebook, SEO, TikTok, contato verificado), automação de compra automática, integração com CRM ou um CRM embutido, e garantia de devolução do dinheiro para leads inativos. A empresa destaca métricas como mais de $100M ganhos pelos membros, mais de 750 leads verificados diariamente, mais de 40K membros e 50 bilhões de pontos de dados que alimentam sua IA.

Descrição

• Own the post-purchase relationship with buyers • Onboard new buyers end to end, from first purchase to first repeat purchase • Run onboarding calls and follow-ups, helping buyers filter, buy, and work leads effectively • Design, maintain, and improve the onboarding sequence based on conversion • Manage high-value accounts through check-ins, usage reviews, and proactive outreach • Build and maintain a health-scoring model to identify at-risk accounts before churn • Conduct save conversations and document outcomes by reason code • Act as escalation point for lead quality disputes, refund requests, and billing or balance issues • Coordinate with support, sales, and engineering through issue resolution • Operate within refund and credit authority limits and defend decisions with data • Collect, categorize, and quantify churn and refund reasons • Deliver weekly written retention reports to product and leadership • Advocate for product changes addressing recurring churn causes • Build Customer Success playbooks for onboarding, save, win-back, and escalation • Maintain accurate account records and interaction history • Report weekly retention metrics and own their definitions • Work daily with sales on buyer handoffs and support on ticket patterns • Partner with product and analytics on lifecycle experiments and instrumentation

🎯 Requisitos

• 2+ years in Customer Success, Account Management, or Retention in a high-volume, low-ACV environment such as a marketplace, self-serve SaaS, or transactional product with hundreds of accounts • Demonstrated ownership of a retention, churn, or repeat-purchase metric • Comfortable working with data: SQL basics or strong BI fluency, including Amplitude, Metabase, Looker, BigQuery, or similar • Experience building a process from zero, such as an onboarding flow, save playbook, or health-score model • Written and spoken English at C1 level, customer-facing, at volume • Confident on the phone with US small-business customers • Practical use of AI tools in daily workflow, with examples to show • Minimum of 4 hours of daily overlap with US Eastern Time • Experience in real estate, proptech, lead generation, or a marketplace with wallet or prepaid-balance mechanics is nice to have • Familiarity with Intercom, HubSpot, or comparable CRM and support stack is nice to have • Experience designing lifecycle email or automation flows is nice to have • Ukrainian or Russian in addition to English is nice to have • Workload is around 50 hours a week for the first 6 to 9 months while the function is being built

🏖️ Benefícios

• Remote work with flexible hours inside the required US overlap • Referral bonus of USD 3,000 after probation for anyone you bring in • Clear 12-month growth path to Head of Retention or Head of Customer Success, including automation of the low-touch tier and one to two direct reports • Full ownership of a metric that shows up directly in the P&L, with no layer between you and leadership • Greenfield function with ownership of how Customer Success works • Real data infrastructure and an AI-native team

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