Customer Success Manager: SaaS Real Estate, Flexible Work

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

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.