Customer Success Manager
Job description
First dedicated Customer Success hire at a two-sided real estate lead marketplace, owning the post-purchase relationship with buyers. The role involves building the Customer Success function from scratch, including onboarding, health scoring, retention, and reporting.
At a glance
- Work mode
- Remote
- Languages
- English – C1
What you'll do
- Own the onboarding of new buyers end to end, from first purchase to first repeat purchase.
- Run onboarding calls and follow-ups, making sure every new buyer understands how to filter, buy, and work leads effectively.
- Design and maintain the onboarding sequence (content, timing, channel) and improve it based on what actually converts.
- Manage a book of high-value accounts with regular check-ins, usage reviews, and proactive outreach.
- Build and maintain a health-scoring model that flags at-risk accounts before they churn, not after.
- Run save conversations on at-risk accounts and document what worked, by reason code.
- Act as the escalation point for buyer complaints, including lead quality disputes, refund requests, and billing or balance issues.
- Coordinate with support, sales, and engineering to resolve issues, and follow through until the customer confirms resolution.
- Operate within agreed refund and credit authority limits, and defend those decisions with data.
- Collect, categorise, and quantify churn and refund reasons, turning anecdotes into a ranked list.
- Deliver a weekly written report to product and leadership on retention performance and the top issues driving cancellations.
- Advocate for the product changes that would remove recurring causes of churn.
- Build the Customer Success playbooks from scratch: onboarding, save, win-back, and escalation.
- Maintain accurate account records and interaction history in our systems.
- Report on retention metrics weekly, and own the definitions behind them.
- Work daily with sales on the handoff of new buyers, and with support on ticket patterns.
- Partner with product and analytics on lifecycle experiments and instrumentation.
What we're looking for
- 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 (Amplitude, Metabase, Looker, BigQuery, or similar).
- Experience building a process from zero, such as an onboarding flow, a save playbook, or a 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 your daily workflow (call summarisation, drafting, triage) with examples you can show.
- A minimum of 4 hours of daily overlap with US Eastern Time.
Nice to have
- Experience in real estate, proptech, lead generation, or a marketplace with wallet or prepaid-balance mechanics.
- Familiarity with Intercom, HubSpot, or a comparable CRM and support stack.
- Experience designing lifecycle email or automation flows.
- Ukrainian or Russian in addition to English.
Your team
Customer Success
The role is the first dedicated Customer Success hire; today buyers are supported reactively.
Benefits
A 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.
- A greenfield function. You design how Customer Success works here.
- Real data infrastructure and an AI-native team, so arguments get settled with numbers and tooling is not a fight.
- Remote work with flexible hours inside the required US overlap.
- Referral bonus of USD 3,000 after probation for anyone you bring in.
Apply
Direct apply at iSpeedtoLead
Opens the job posting at iSpeedtoLead
About iSpeedToLead
A two-sided real estate lead marketplace operating across the United States.
iSpeedToLead is a two-sided real estate lead marketplace operating across the United States. Sellers of motivated-seller leads list on one side, and real estate investors buy on the other. We are a bootstrapped, profitable product company with an engineering and analytics team that ships fast and makes decisions from data rather than opinion.
Key facts
- Real estate lead marketplace
- Bootstrapped, profitable product company
- Engineering and analytics team that ships fast and makes decisions from data rather than opinion
- Two-sided real estate lead marketplace operating across the United States
What they value
- Makes decisions from data rather than opinion