Customer Experience & Value Manager.

Accountabilities:

• Drive Customer Value and Retention: Support customers in maximizing their platform investment by increasing product adoption, improving utilization, and strengthening long-term relationships.

• Measure Customer Success: Analyze platform usage, engagement metrics, and performance data to demonstrate return on investment (ROI), identify improvement opportunities, and communicate measurable business value.

• Provide Technical Support and Solutions: Investigate customer challenges, troubleshoot platform issues, identify root causes, and coordinate with technical teams to ensure timely resolution.

• Optimize AI-Powered Workflows: Guide customers in using AI capabilities, automation tools, integrations, and platform configurations to streamline processes and improve business performance.

• Deliver Strategic Guidance: Understand customer operations, identify workflow inefficiencies, and recommend practical solutions that support productivity and business growth.

• Monitor Customer Health: Track adoption, engagement, and performance indicators to identify potential risks, proactively address concerns, and reduce customer churn.

• Collaborate Across Teams: Partner with Product, Engineering, Support, and internal stakeholders to communicate customer feedback, resolve challenges, and continuously improve the overall customer experience.

Requirements:

• Proven experience in Customer Success, Technical Account Management, Solutions Consulting, or a similar customer-facing role within the SaaS industry.

• Strong technical aptitude, with hands-on experience using SaaS platforms, CRM systems, software integrations, and automation technologies.

• Excellent analytical and troubleshooting skills, including the ability to investigate technical problems, identify root causes, and recommend effective solutions.

• Familiarity with AI-powered technologies and their practical applications in business processes and workflow optimization.

• Ability to interpret customer data, product analytics, and performance metrics to develop actionable recommendations and demonstrate business value.

• Strong consultative and relationship-building skills, with the ability to understand customer needs and influence positive business outcomes.

• Excellent written and verbal communication skills, including the ability to explain complex technical concepts to non-technical audiences.

• Strong organizational and time-management skills, with the ability to take ownership, manage competing priorities, and work effectively in a collaborative, fast-paced environment.

Preferred Qualifications:

• Experience supporting AI-powered SaaS products, particularly in real estate technology or marketing automation.

• Knowledge of real estate industry operations, sales processes, and CRM best practices.

• Experience troubleshooting software integrations, data synchronization, and automated workflows.

• Familiarity with tools such as Zapier, API Nation, and custom email domain configurations.

• Demonstrated success in improving customer retention, increasing product adoption, and delivering measurable business results.

Benefits:

• Competitive compensation and benefits package.

• Fully remote work environment with flexible working hours.

• Professional development opportunities and potential for career advancement.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and paid holidays.

• Equity options, offering the opportunity to share in the company's growth and success.

• Collaborative and supportive team culture that encourages innovation and teamwork.

• Opportunity to work on cutting-edge AI-powered products and advanced technologies.