Customer Success Manager - MLS & Associations

New

Lone WolfSaaS real estate

United States (Remote)Full-TimeManager

Salary75,000 - 85,000 USD per year

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Job Details

Experience: 3+ years of experience in a customer-facing Success role (Customer Success, Account Management, or similar) in a SaaS environment
Required Skills: Customer SuccessSaaSAccount Management

Have 3+ years of experience in a customer-facing Success role, such as Customer Success or Account Management, in a SaaS environment.
Demonstrate the ability to understand customer business needs and connect software adoption to measurable outcomes.
Bring consultative skills in discovery, active listening, problem diagnosis, and constructive customer guidance.
Have experience managing a portfolio of customers with competing priorities, risks, and deadlines.
Be comfortable engaging senior leaders and presenting to boards, committees, or group audiences.
Communicate clearly in writing and verbally, simplifying complex topics and tailoring messages to the audience.
Bring problem-solving skills and a proactive approach to customer needs and issue resolution.
Work collaboratively and know when to take ownership or involve other teams.
Show interest in technology and helping customers adopt software to improve their business.
Preferred: Experience with MLS, REALTOR® associations, membership-based or governance-driven organizations, or strong working knowledge of the real estate industry.
Be willing to travel up to 20% for customer meetings and industry events.

Develop a deep understanding of each customer's business, priorities, workflows, stakeholders, governance structure, member needs, and strategic goals.
Translate customer objectives into success criteria, milestones, and actionable Success Plans.
Use product knowledge, customer conversations, usage data, and business context to identify adoption gaps and guide customers toward valuable workflows.
Conduct proactive virtual and in-person meetings with customer staff, executives, boards, and committees as needed.
Assess customer health and usage data, identify risks, diagnose root causes, and lead documented recovery plans.
Coordinate across Support, implementation, Product, Sales, and other teams while owning customer communication and follow-through.
Prepare customers for renewal by demonstrating value, maintaining stakeholder alignment, and surfacing risks early.
Partner with Sales or the appropriate commercial owner to provide an evidence-based view of account health, outcomes, and renewal risk.
Share knowledge and contribute to playbooks, best practices, and continuous improvement.

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