Customer Success Manager (Brivity)

PLACE; Bellingham (WA); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

PTO as needed

Comprehensive insurance

401(k) match

Stock options

Stock purchase plan

Job summary

PLACE is seeking a Customer Success Manager for Brivity to own a portfolio of large accounts, drive ongoing engagement, and ensure retention. You will partner with the Success Team Lead to deliver exceptional customer outcomes and scale our growth strategy through proactive outreach and expert product guidance.

You will manage a broad set of Brivity tools, maintain CRM records, and coach customers through training tickets and live product sessions.

Qualifications

• Experience in a customer-facing role, ideally in SaaS or tech.
• Strong verbal and written communication skills with empathy and accountability.
• Ability to manage a large portfolio of accounts and hit KPI targets.

Responsibilities

• Own a portfolio of large accounts as the primary contact, driving engagement, retention, and satisfaction.
• Meet and exceed KPIs related to engagement and retention.
• Proactively reach out to at-risk accounts to re-engage and reduce churn.
• Conduct scorecard reviews and guide personalized outreach.
• Manage and resolve training tickets from intake through close.
• Lead office hours sessions with live product support and guidance.
• Develop deep expertise across Brivity tools (CRM, CMA, Marketer, Website, Go App, Kwkly).
• Maintain accurate customer records in HubSpot.
• Surface patterns to improve the customer experience.
• Create and maintain training documentation for the team.
• Handle complaints professionally and advocate for the best outcome.

Skills

Account management

Communication

Organization

Customer engagement

SaaS experience

Tools

HubSpot

Brivity CRM

Brivity CMA

Brivity Marketer

Brivity Website

Brivity Go App

Brivity Kwkly

Job description

Your Opportunity

At PLACE, we're building a category-defining company at the intersection of real estate, technology, business services, and the consumer. As a profitable, hypergrowth startup on the path to an IPO, our standards are high, our team is scrappy, and our commitment is to execute the best work of our lives.

At PLACE, we're building a category-defining company at the intersection of real estate, technology, business services, and the consumer. As a profitable, hypergrowth startup on the path to an IPO, our standards are high, our team is scrappy, and our commitment is to execute the best work of our lives. This is YOUR CHANCE to be the reason our customers win. As our Customer Success Manager for Brivity, you'll partner with the Success Team Lead to own a portfolio of accounts, drive measurable outcomes, and deliver a customer experience that sets the standard for what great looks like. If you lead with empathy, thrive on accountability, and believe that customer success is a growth strategy, this is your PLACE.

Who Develops You:

Success Team Lead

What You're Great At

You are a relationship builder who holds yourself accountable to outcomes, not just activity. You communicate with clarity and warmth, and you know how to navigate a difficult conversation without losing the customer. You're organized enough to manage a large book of accounts without dropping the ball, and sharp enough to spot patterns in feedback before they become bigger problems. You thrive in fast-moving environments, stay calm under pressure, and you're always looking for a better way to do things. You don't wait to be told what needs fixing. You own it.

What You'll Do

• Own a portfolio of large accounts as the primary point of contact, driving ongoing engagement, retention, and customer satisfaction.
• Consistently meet and exceed KPIs related to customer engagement, retention, and satisfaction scores.
• Proactively identify and reach out to unresponsive or at-risk accounts to drive re-engagement and reduce churn before it happens.
• Conduct regular scorecard reviews and use the results to guide strategic, personalized outreach.
• Manage and resolve training tickets in the success queue from intake through close, independently owning every step of the process.
• Lead and co-pilot office hours sessions, providing live product support and guidance that customers actually look forward to attending.
• Develop deep expertise across all Brivity tools including CRM, CMA, Marketer, Website, Go App, and Kwkly.
• Maintain accurate, up-to-date customer records in HubSpot with consistency and care.
• Surface patterns and process improvement opportunities to your supervisor and director to continuously elevate the customer experience.
• Create and maintain clear process and training documentation that makes the whole team better.
• Handle customer complaints with professionalism and composure, following established communication guidelines while always advocating for the best outcome.

What You Bring

• Well-developed verbal and written communication skills, professional, clear, and adaptable to any audience.
• Proven ability to manage a large book of accounts simultaneously without losing attention to detail.
• Strong organizational and prioritization skills with the ability to triage by urgency and impact in real time.
• A sharp eye for patterns across customer feedback and support data.
• A coachable, resilient mindset and comfort working through ambiguity without losing momentum.
• Experience in a customer-facing role, ideally in SaaS or tech. Real estate industry knowledge is a bonus.

Why PLACE

We believe people do their best work when they're trusted, supported, and surrounded by others who are equally driven. That's why this role includes a "work from the PLACE you work best" approach, at home, in an office, or on the move. Our competitive benefits include PTO as needed, comprehensive insurance coverage, a 401(k) match, stock option grants, and a stock purchase plan. Every team member is an owner, building the PLACE they are proud to call "my company."

Salary:

$24-26 per hour

Location:

This is an office role in Bellingham, WA.