Customer Success Manager

Responsibilities

• Own a portfolio of large accounts as the primary point of contact to drive engagement, retention, and satisfaction
• Meet and exceed KPIs related to customer engagement and retention
• Proactively identify and reach out to at-risk accounts to reduce churn
• Conduct regular scorecard reviews to guide strategic outreach
• Manage and resolve training tickets from intake through close
• Lead and co-pilot office hours sessions for live product support
• Develop deep expertise across Brivity tools including CRM, CMA, and Marketer
• Maintain accurate customer records in HubSpot
• Surface process improvement opportunities and create training documentation
• Handle customer complaints with professionalism and composure

Requirements

• Well-developed verbal and written communication skills
• Proven ability to manage a large book of accounts simultaneously
• Strong organizational and prioritization skills
• Ability to identify patterns in customer feedback and support data
• Coachable and resilient mindset with comfort in ambiguity
• Experience in a customer-facing role, ideally in SaaS or tech

Preferred Qualifications

• Real estate industry knowledge

Benefits

• PTO as needed
• Comprehensive insurance coverage
• 401(k) match
• Stock option grants
• Stock purchase plan

About the Company

PLACE is a hypergrowth startup building a category-defining company at the intersection of real estate, technology, and business services.