We are a growing SaaS company operating a white-labeled GoHighLevel (GHL) CRM designed for land and real estate investors. Our brand is scaling fast, and we’re looking for a Customer Success Manager (CSM) to elevate our client experience, retention, and engagement.

This is not a technical onboarding or support role. This role is about relationships, insights, and clarity.

Your goal is to own the customer journey after onboarding—making sure clients are happy, engaged, and successful. You'll act as the first point of contact for feedback, cancellations, and questions, and your insights will directly influence product improvements and retention strategy.

Responsibilities

• Run product demos and walkthroughs for potential clients or active users.
• Send personalized follow-ups and check-ins to improve user activation and retention.
• Proactively monitor accounts and spot signs of churn or confusion.
• Reach out to clients who cancel to find out why and gather meaningful feedback.
• Collaborate with our internal team to suggest fixes, improvements, or additional resources.
• Craft and maintain customer-facing email templates, support guides, and Loom videos when needed.
• Advocate for our users internally by clearly articulating needs, bugs, and pain points.