Customer Success Manager

Company Description BrokerBlocks.com is an AI-driven platform designed to supercharge sales follow-up for real estate teams and agents by enabling timely, meaningful connections with leads and clients. Using machine learning and behavioral insights, it recommends the Next Best Action for each contact, helping users move deals forward with confidence. The platform delivers dynamic, personalized, and fully branded communication across email, SMS, and multimedia, tailored to each lead and timed for maximum impact. BrokerBlocks integrates directly with existing CRMs, handles the heavy lifting of contact understanding and sales motion tracking, and provides ready-to-send, on-brand messaging. Built for high-performing teams, it focuses on smart, flexible follow-up rather than rigid automation or added complexity.
Role Description The Customer Success Manager will be responsible for guiding real estate teams and agents through onboarding, adoption, and ongoing success with the BrokerBlocks platform in a full-time, remote capacity. Day-to-day tasks include conducting product walkthroughs, configuring accounts to align with client workflows, and proactively monitoring usage to identify opportunities for optimization. This role will manage customer communications, respond to inquiries, resolve issues, and coordinate with product and engineering teams to escalate and track complex technical requests. The Customer Success Manager will analyze customer behavior and performance metrics, prepare regular success reviews, and recommend strategies that improve engagement, retention, and outcomes. The role also involves gathering customer feedback, contributing to best-practice resources, and supporting renewal and expansion discussions in partnership with sales.
Qualifications

• Customer Satisfaction and Customer Service skills to ensure a positive, consistent experience across all interactions.
• Customer Retention and Relationship Building skills to develop long-term partnerships and promote platform loyalty.
• Analytical Skills to interpret usage data, identify trends, and recommend actions that drive measurable customer success.
• Experience working with SaaS or technology products, ideally in sales-tech or CRM-related environments.
• Strong written and verbal communication skills, including the ability to explain technical concepts in accessible language.
• Proven ability to manage multiple accounts and priorities in a remote, fast-paced setting with minimal supervision.
• Familiarity with CRM systems and sales workflows; experience supporting real estate or similar client-facing industries is a plus.
• Bachelor’s degree or equivalent experience in Business, Communications, Marketing, or a related field.