Real Estate Customer Success Manager

Langford Staffing; Sur; On-site; COP 94,249,000 - 107,713,000; Full time

Job summary

Langford Staffing is seeking a Customer Service Manager to lead a team of client-facing staff within a Canadian real estate services context. You will be accountable for workload, service quality, documentation, performance, and client retention, with heavy emphasis on coaching and performance reviews.

The role requires direct reports management, strong English skills, and the ability to drive improvements across onboarding, check-ins, and service recovery.

Qualifications

• Four or more years in customer experience, customer success, service delivery, account management, operations, property management, or another recurring-service environment.
• At least two years of formal people-management experience with direct reports in a client-facing or operational department.
• Experience coaching employees, evaluating performance, and addressing underperformance.
• Experience handling escalations, service failures, renewals, and client-retention risks.
• Experience assigning work, monitoring deadlines, and holding employees accountable.
• Experience coordinating across departments, vendors, or external partners.
• Experience using KPIs, dashboards, CRM, ticketing, or workflow-management systems.
• Excellent written and spoken English.
• Strong organization, judgment, prioritization, and follow-through.
• Ability to be assertive and direct while remaining calm and professional.
• Ability to work independently during Eastern Time business hours.

Responsibilities

• Directly manage, coach, and evaluate client-facing employees.
• Assign workloads and ensure employees understand their priorities and deadlines.
• Conduct regular one-on-one meetings, coaching, and performance reviews.
• Investigate missed commitments, repeated complaints, poor-quality work, and incomplete documentation.
• Create performance-improvement plans and recommend reassignment or replacement when improvement does not occur.
• Ensure customer onboarding, scheduled check-ins, and follow-ups are completed.
• Identify dissatisfied or at-risk clients and lead service-recovery efforts.
• Monitor contract renewals and client-retention activities.
• Oversee escalated concerns, overdue payments, and compliance-sensitive matters.
• Coordinate service requests across internal departments and external partners.
• Hold employees and service partners accountable for their commitments.
• Ensure employees follow company systems, documentation standards, and escalation procedures.
• Evaluate whether performance problems are caused by workload, process, training, or individual performance.
• Produce reports identifying client risks, overdue work, team performance, and required action.
• Improve workflows, service standards, reporting, and departmental accountability.

Skills

Customer experience

People management

Client-facing

Operations coordination

KPIs & dashboards

CRM / ticketing systems

Workflow management

Tools

CRM systems

Ticketing systems

Workflow-management tools

Dashboards

Job description

Langford Staffing is seeking a Customer Service Manager to lead a team of client-facing staff within a Canadian real estate services context. You will be accountable for workload, service quality, documentation, performance, and client retention, with heavy emphasis on coaching and performance reviews.

The role requires direct reports management, strong English skills, and the ability to drive improvements across onboarding, check-ins, and service recovery.