Customer Success Manager

About Lofty

Lofty is a rapidly expanding global SaaS company specializing in solutions for the residential real estate sector. Our AI-powered technology addresses the daily challenges faced by real estate professionals, enabling them to execute effective marketing campaigns, convert leads into appointments, and accelerate deal closures. We empower agents and teams to market more intelligently, respond quicker, and finalize more transactions, freeing them from administrative tasks to focus on building relationships and business growth. Join us in pioneering the future of real estate technology.

Job Overview

We are seeking a Customer Success Manager to join our dynamic team. This role is pivotal in managing a portfolio of over 100 mid-market clients post-sale, ensuring their successful and seamless experience with the Lofty CRM platform. The primary focus is on enhancing client adoption, engagement, and long-term value through strategic guidance, data-driven insights, and proactive support. By deeply understanding each client's unique objectives and business requirements, the CSM will provide customized recommendations, identify growth avenues, and cultivate strong client relationships to maximize retention and expansion.

Key Responsibilities

• Facilitate client adoption of the Lofty CRM platform by imparting best practices and aligning its capabilities with client business objectives.
• Conduct virtual group training sessions to educate clients on platform features, updates, and workflows that boost productivity and return on investment.
• Serve as a strategic advisor by performing regular business reviews, analyzing account performance, offering actionable insights, and suggesting product enhancements, integrations, and growth strategies.
• Act as the primary point of contact for client needs, ensuring timely resolution of inquiries, issues, and escalations by coordinating with internal support teams.
• Identify opportunities for account expansion and collaborate with the Sales team on upsell initiatives to meet team growth targets.
• Monitor key metrics, engagement levels, and platform usage to proactively mitigate risks and ensure sustained client satisfaction.
• Manage and oversee monthly billing for franchise accounts and liaise with internal departments for corporate invoicing.
• Provide consultation on clients' marketing strategies, assessing current efforts, pinpointing deficiencies, and recommending improvements via various communication channels.
• Champion client needs internally, ensuring feedback is communicated and integrated into product development and support processes.
• Cultivate and maintain robust, trusted relationships with clients to foster loyalty and ensure long-term success.

Work Environment

This position is based at our headquarters in Phoenix, AZ. Initially, you will work onsite five days a week for onboarding and training. Upon meeting key performance indicators, the role transitions to a hybrid schedule, requiring four days per week in the office to balance focused work and collaborative engagement.

Compensation and Benefits

First-year earnings are projected to be between $60,000 and $78,000, comprising a base salary of $60,000 and a potential 30% bonus, with further growth opportunities based on performance. The company offers comprehensive benefits including free medical coverage for employees, paid time off, paternity leave, an employee assistance program, and opportunities for professional development. Additional benefits include a 401(k) company match and fully company-paid life/AD&D insurance and short-term disability.

Additional Information

We are committed to fostering an AI-first innovative environment, providing employees with access to leading AI tools and learning opportunities. Our culture encourages mutual support, continuous growth, and provides the necessary tools and equipment for success. We also organize regular team-building activities and events to foster connection and collaboration.