Develop and execute retention strategies for high-risk and high-value customer accounts.
Personally manage escalated client relationships to reduce cancellations and strengthen long-term partnerships.
Create customized success plans that maximize customer satisfaction and retention.
Monitor customer health metrics and proactively identify accounts showing signs of churn.
Conduct regular business reviews with VIP clients and serve as the primary escalation point for strategic accounts.
Identify opportunities to expand existing customer relationships through additional products and services.
Partner with Sales and Customer Success teams to drive account growth and maximize customer lifetime value.
Coach, mentor, and train Customer Success Managers on objection handling, negotiation, and relationship management.
Improve retention processes by analyzing churn trends and implementing best practices across the organization.
Track retention metrics, revenue protected, customer satisfaction, and overall team performance while providing regular reporting to leadership.

5+ years of experience in Customer Success, Account Management, Client Services, Sales, or Customer Retention.
Demonstrated success reducing customer churn and growing existing customer accounts.
Strong consultative selling, negotiation, and conflict resolution skills.
Experience managing executive-level and high-value client relationships.
Proven ability to coach, mentor, and develop customer-facing teams.
Strong analytical mindset with experience interpreting customer health metrics and KPIs.
Proficiency with CRM systems and customer success platforms.
Excellent verbal, written, and presentation communication skills.
Highly organized with the ability to prioritize multiple client relationships simultaneously.
Real Estate Investing industry experience is strongly preferred.

Comprehensive paid training and onboarding
Employer-paid Medical, Dental, and Vision insurance
401(k) with company match
Fully remote position with long-term growth opportunities
Performance bonuses tied to customer retention, revenue protection, account expansion, and customer satisfaction
Opportunity to make a direct impact on company growth and recurring revenue
Work alongside a collaborative, high-performing leadership team
Career advancement opportunities within a rapidly growing organization

REI Coach

Key skills