Property Leads

Coach

• Own the retention strategy for high-risk accounts
• Personally engage at-risk clients to understand concerns, rebuild trust, and retain partnerships
• Develop customized retention plans for strategic and high-value customers
• Monitor customer health metrics and identify churn risks
• Track and report monthly retention metrics, save rates, and revenue protection
• Build and maintain executive-level relationships with VIP and enterprise clients
• Conduct regular business reviews and provide proactive, white-glove service
• Act as the executive escalation point for strategic customer issues
• Identify opportunities to increase customer investment through additional products, services, or expanded usage
• Partner with Sales and Customer Success on expansion opportunities
• Develop account growth strategies and drive upsell and cross-sell initiatives
• Generate referrals and collect testimonials
• Coach the Customer Success team on retention
• Design and deliver retention training on objection handling, negotiation, and relationship management
• Create and improve best practices, call outlines, and standard operating procedures
• Mentor Customer Success Managers on difficult conversations and complex customer situations
• Analyze churn trends, identify root causes, and recommend process and customer-experience improvements

Real Estate Coach

Customer Retention Specialist

• Own retention for high-risk or high-value accounts by reviewing health signals, prioritizing by risk and revenue exposure, and reaching out proactively
• Build account-specific save plans with clear actions, owners, and follow-up dates
• Document every retention conversation and outcome
• Serve as the escalation point for complex or sensitive cancellation risk
• De-escalate issues, coordinate with Ops, Product, Billing, and Sales to fix root causes, and close the loop with customers
• Coach Customer Success Managers on early pre-churn conversations, objection handling, discovery questions, call reviews, and escalation rules
• Turn churn patterns into playbooks, SOPs, and process fixes
• Partner with the Senior Manager of Customer Success on cancellation drivers and improvements
• Support expansion conversations on retained accounts after resolving the customer's core concern

Customer Support

• Own the day-to-day Support function within the Customer Success team
• Lead the Support Team while working directly with customers
• Own response times, quality, ticket resolution, incoming calls, texts and voicemails
• Serve as point person for support requests through the ticketing platform and incoming calls/texts
• Ensure customers receive fast, helpful answers and exceptional customer service
• Review support communications to ensure the team meets a high standard
• Create processes and training to help the team work better
• Partner with Customer Success, Technology, Refunds and other teams to resolve issues and improve internal processes
• Track team performance and share results with leadership
• Help train new Support Team members
• Identify opportunities to use automation, technology and improved workflows to increase efficiency
• Maintain fast first-response and resolution times
• Increase the percentage of issues resolved without unnecessary escalations or repeat contacts
• Maintain strong CSAT or other customer satisfaction measurements
• Ensure conversations meet standards for accuracy, professionalism, empathy and completeness
• Manage high-priority and sensitive customer issues
• Improve workflows and processes without sacrificing service quality
• Maintain an accurate internal knowledge base, SOPs and client-facing resources

Real Estate Coach

Customer Retention Specialist

Customer Support Team Lead