Customer Success Manager

CINC is a company that helps real estate agents accelerate their business growth with innovative technology. The Customer Success Manager will be the dedicated advisor for real estate agents, ensuring they maximize their ROI and engagement with the platform while providing strategic guidance and support.

Responsibilities:

• Onboard new clients (post implementation) and guide them through the utilization of our CRM, website, and lead generation services
• Educate customers on how to effectively convert leads using our platform, providing best practices and coaching
• Develop personalized success plans based on each agent’s business goals
• Conduct regular check-ins, strategy sessions, and performance reviews with clients
• Proactively identify at-risk clients and implement strategies to improve adoption and engagement
• Ensure all clients have a positive experience with Real Geeks, even if they have chosen to stop doing business with our company
• Provide hands-on training for clients on CRM automation, follow-up strategies, and website management
• Conduct one-on-one coaching sessions to enhance customer knowledge
• Assist clients with optimizing their online presence and lead follow-up workflows
• Provide fast and satisfactory resolution of all inbound inquiries from your assigned clients (via phone, email, live chat)
• Conduct proactive outreach to clients with low CSAT or NPS scores
• Conduct thorough discovery to get at the root cause of each client’s challenges or frustrations
• Identify the right resolution steps to prevent cancellations, from training and coaching to financial relief
• Reset expectations and de-escalate clients who have had a negative experience or are frustrated with our lead generation services or platform, as appropriate
• Gather actionable insights from clients needing support or wanting to cancel to help improve products and services we offer
• Address client concerns, provide solutions, and escalate issues when necessary
• Advocate for clients internally, collaborating with Product, Client Marketing, and Support teams to improve the customer experience
• Advocate for your customers by collaborating with our Training and Engagement team to develop tailored content and training that enhances their success
• Identify expansion opportunities, such as additional lead generation services, and provide consultative recommendations

Requirements:

• 2+ years in customer success, account management, training, or senior support role (SaaS, marketing, or real estate experience preferred)
• Experience with CRMs, digital marketing, or lead generation tools (bonus if you've used real estate CRMs)
• Excellent communication skills, both written and verbal with the ability to coach, train, and inspire real estate agents
• Self-motivated with a strong sense of ownership and accountability
• Technical aptitude and the ability to thrive in a fast-paced, customer focused environment and are proactive in solving problems
• Deep knowledge of the Real Geeks suite of tools and and how to leverage them as a real estate agent
• Knowledge or experience with online lead generation, specifically on Google, Bing, and social media (Facebook, Instagram, Tiktok)