Customer Success Manager

Summary

iSpeedToLead is a two-sided real estate lead marketplace connecting motivated-seller lead providers with real estate investors. The Customer Success Manager will own the post-purchase buyer relationship, build the Customer Success function from scratch, and improve onboarding, retention, churn management, reporting, and account health.

Responsibilities

• 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

Skills

• • 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. (Enterprise CSM experience with a handful of large logos is a different job and will not transfer well here.)
• • Demonstrated ownership of a retention, churn, or repeat-purchase metric. You can describe what it was, what you changed, and what it became
• • Comfortable working with data: SQL basics or strong BI fluency (Amplitude, Metabase, Looker, BigQuery, or similar). You pull your own numbers rather than requesting them
• • Experience building a process from zero, such as an onboarding flow, a save playbook, or a health-score model. Executing someone else's process is not the same thing
• • Written and spoken English at C1 level, customer-facing, at volume
• • Confident on the phone with US small-business customers. Our buyers are real estate investors: direct, busy, and blunt
• • 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
• • 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

Qualifications

Must Haves

• • 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. (Enterprise CSM experience with a handful of large logos is a different job and will not transfer well here.)
• • Demonstrated ownership of a retention, churn, or repeat-purchase metric. You can describe what it was, what you changed, and what it became
• • Comfortable working with data: SQL basics or strong BI fluency (Amplitude, Metabase, Looker, BigQuery, or similar). You pull your own numbers rather than requesting them
• • Experience building a process from zero, such as an onboarding flow, a save playbook, or a health-score model. Executing someone else's process is not the same thing
• • Written and spoken English at C1 level, customer-facing, at volume
• • Confident on the phone with US small-business customers. Our buyers are real estate investors: direct, busy, and blunt
• • 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 Haves

• • 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

Benefits

• 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.
• 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.
• Remote work with flexible hours inside the required US overlap.
• Referral bonus of USD 3,000 after probation for anyone you bring in.