Customer Success Manager

We are seeking a proactive, customer-focused Customer Success Representative to build and maintain strong relationships with property owners, deliver exceptional service, and ensure a seamless ownership experience. This role is responsible for managing day-to-day owner communications, resolving service-related concerns, and proactively identifying opportunities to improve customer satisfaction and retention.

Reporting to the Market Leader of the assigned region, the Customer Success Representative serves as a trusted point of contact for property owners, collaborating with internal teams to coordinate timely resolutions and ensure consistent follow-through. This is a non-licensed position, with matters requiring a real estate license escalated to the Market Leader.

The ideal candidate is a strong communicator, natural problem-solver, and relationship builder who thrives in a fast-paced environment, takes ownership of customer needs, and is passionate about delivering an outstanding customer experience.

Responsibilities:

* Manage day-to-day owner relationships, service questions, and issue resolution.
* Maintain a consistent, scheduled owner communication cadence and follow through on outstanding concerns.
* Coordinate owner escalations and homeowners association (HOA) administration.
* Support owner exits through final accounting handoffs and documentation of churn reasons.
* Receive and classify inbound owner questions, resolve service-related matters, and route licensed matters to the Market Leader.
* Provide status updates, timelines, and communications about decisions already made, without making licensed determinations.
* Receive owner notices and coordinate handovers and move-out service steps.
* Support resident relations and onboarding activities as assigned, subject to final confirmation of the operating model.
* Collaborate with Market Leaders, Maintenance Coordination, and Finance to ensure owners receive timely and accurate responses.
* Document owner issues, escalations, handoffs, and follow-up actions consistently.

Role Boundaries and Escalations:

* Refer lease terms, rent questions, accounting judgments, management agreements, rental advertising, rent quotations, and payment-plan negotiations to the licensed Market Leader.
* Refer maintenance inquiries and vendor dispatch to Joanna’s team.
* Refer delinquency and collections matters to Finance under Lior.
* Do not independently perform licensed real estate activities; a personal license, if held, does not change the scope of this position.
* Follow the written escalation and handoff procedure once finalized; until then, escalate uncertain licensing questions rather than answering independently.

Performance Measures:

* Owner churn target: below 20% (proposed measure).
* Compliance with the scheduled owner-contact cadence (proposed measure).
* Reduction in the number of owners carrying negative balances, monitored as a directional churn-risk indicator.

Your personality:

Customer Obsession
We prioritize understanding your needs and exceeding expectations at every turn.

Radical Transparency
We believe in open communication and clear information.

Extreme Ownership
We take full responsibility for our actions and the results we deliver.

Teamwork
Our team of local specialists and technology experts works together seamlessly to ensure your property is well-managed.

Being a Doer
We don't wait for problems to arise. We actively work to resolve any issue and aren’t satisfied until the job is done—and done right.