Job Details
Operations - Full-Time
Benefits
- Medical
- Dental
- Vision
- 401(k)
- Parental Leave
- Life & Disability
Job Description
The Customer Success Manager is a key, customer-facing role responsible for ensuring customers maximize value from Flueid’s products and services while maintaining strong, durable relationships that reduce churn and protect long-term revenue.
This role partners closely with Sales, Product, Marketing, Operations and other cross-functional stakeholders to manage and grow customer relationships throughout the full lifecycle—from onboarding and implementation through adoption, optimization, and ongoing account health. The Customer Success Manager proactively identifies risk, addresses customer needs, and drives product adoption to improve retention, satisfaction, and long-term success.
A core component of this role is serving as the voice of the customer and an advocate for them to the organization. It requires understanding their needs and communicating that internally, while translating technical and industry-specific information into clear, actionable guidance externally. Strong communication, documentation, and reporting skills are essential to effectively track customer health, surface risks early, and ensure alignment across internal teams.
We are also looking for someone who is genuinely curious about AI and new technology, and comfortable teaching themselves the tools that help customers succeed. As Flueid continues to evolve, this role suits someone who leans into new ways of working rather than waiting to be shown.
Duties & Responsibilities
Customer Advocacy & Account Management
- Serve as the primary point of contact for assigned customer accounts, building trust and long-term partnerships.
- Develop a deep understanding of customer operations, goals, and pain points.
- Identify churn risk signals early and proactively develop mitigation strategies.
- Provide recommendations aligned to Flueid’s Solution Package Framework.
- Conduct regular customer check-ins and business reviews to ensure satisfaction, adoption, and account health.
- Lead customer meetings, including agenda preparation and distribution of meeting notes.
- Communicate customer feedback, risks, and opportunities internally and advocate for solutions.
- Identify upsell and cross-sell opportunities in partnership with Sales.
Onboarding & Implementation
- Support planning and execution of customer onboarding and implementation, ensuring milestones and timelines are met.
- Partner with Product and PMO teams to manage dependencies, resolve issues, and escalate risks as needed.
- Deliver training and develop materials that support successful product adoption.
- Communicate implementation progress with internal and external stakeholders.
Performance Tracking & Reporting
- Monitor customer performance, adoption, and usage metrics; take action when thresholds are not met.
- Track and analyze customer feedback (qualitative and quantitative).
- Generate regular reports with insights, trends, and recommendations.
- Communicate positive outcomes and escalate concerns to Sales and the VP of Operations.
Problem-Solving & Support
- Address customer requests promptly and professionally.
- Submit and manage support tickets, collaborating with internal teams to meet resolution timelines.
- Coordinate with Sales, Product, PMO, Marketing, and Operations to improve the customer experience.
- Identify new engagement opportunities through enablement materials, thought leadership, or strategic initiatives.
Administrative Responsibilities
- Maintain accurate customer documentation, including project plans, records, and milestones.
- Document customer interactions, updates, and progress in the Sales and Customer Success Pipeline or other tracking systems.
- Communicate product updates and release notes to customers.
- Perform other duties as assigned.
Requirements & Physical Demands
Education & Experience
- Bachelor’s Degree (required).
- 2-5 years experience in customer success, sales, or account management (preferred).
- Experience in the Title Insurance, Lending, or Real Estate industries (preferred).
Technical Skills
- Proficiency with CRM platforms for tracking customer interactions and account health.
- Strong working knowledge of project management and documentation tools (e.g., Airtable, Confluence).
- Ability to generate and analyze reports using AI tools and artifacts.
- Ability to understand and explain product features to non-technical users.
- Experience optimizing and leveraging AI and automation tools to improve operational efficiency.
Communication Skills
- Clear, concise written and verbal communication with customers and internal teams.
- Ability to translate technical information into industry-specific, customer-friendly context.
- Strong active listening skills to identify needs and resolve issues efficiently.
Problem-Solving & Organizational Skills
- Demonstrated ability to troubleshoot issues and coordinate cross-functionally to resolve customer concerns.
- Proactive mindset focused on preventing issues before they escalate.
- Exceptional attention to detail and strong time-management skills.
- Ability to manage multiple customer accounts simultaneously.
Collaboration & Adaptability
- Team-oriented approach with strong interpersonal skills.
- Comfort operating in a fast-paced environment with changing priorities.
- Willingness to learn new tools, processes, and customer requirements.
- AI-curious and forward-thinking, with a self-service mindset toward learning new tools and finding smarter ways to support customers.
Results Orientation
- Track record of meeting or exceeding performance metrics.
- Focus on driving adoption, retention, and continuous improvement.
Bonus Qualifications
- Experience working in Airtable and Confluence.
- Background in Operations or Project Management.
- Ability to work in Santa Barbara or Austin.
Physical Demands:
- Ability to travel up to 15% annually for business purposes.
- Ability to perform essential job functions consistent with ADA, FMLA, and applicable regulations.
- Regular attendance and punctuality.
- Prolonged periods of sitting and working at a computer; occasional standing, walking, and lifting up to 25 pounds.
- Clear vision and ability to communicate effectively via phone and video.
Benefits
As a Customer Success Manager, you will be eligible for a comprehensive benefits package including:
- Competitive salary ($90,000 - $110,000 + Commission)
- Discretionary Bonuses
- Additional bonus policy available; including referral bonuses
- Health, dental, and vision insurance – 100% employee coverage
- Short Term Disability, Long Term Disability and a 50K Term Life policy– employer paid
- Voluntary Life, Accident Indemnity, Hospital Indemnity and Pet coverage available at a reduced rate
- Domestic Partner health benefits coverage available
- 401(k) plan
- Employer HSA contribution of $600 annually
- FSA for Dependent Care available
- Flexible Time Off and Sick Time Off (paid)
- Professional development opportunities
- Team-building events and activities
- Casual dress code and comfortable work environment
- Remote and in-office options available
- We are committed to providing our employees with a work-life balance, opportunities for growth, and a supportive work environment. Our benefits package reflects this commitment and is designed to meet the diverse needs of our employees.
About Flueid
At our core, we are a team of experienced professionals who understand the complexities of the real estate industry. We know that every transaction is unique and requires a personalized approach to ensure its success. Our technology platform is designed to help real estate professionals and their clients manage and track every step of the transaction process with ease.
Our team is made up of experts in real estate, technology, and customer service, who work tirelessly to provide the best possible experience for our clients. We are constantly updating our platform to ensure that it remains at the cutting edge of the industry and meets the evolving needs of our clients.
We are proud to have helped thousands of real estate professionals and their clients achieve their goals through our platform. Whether you are a real estate agent, broker, or investor, we are here to help you navigate the complex world of real estate transactions and achieve success.
Bachelor's degree required; 2-5 years customer success, sales, or account management experience preferred; CRM proficiency; project management tools; AI tools; travel up to 15% annually.
Key Responsibilities
- managing customer accounts
- driving product adoption
- tracking customer health
Skills & Tools
CRM, Airtable, Confluence
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United States or Austin or Santa Barbara
- Salary: USD 90,000 – 110,000 / year
- Languages: English
Benefits
- Generous paid time off
- Retirement plan
- Generous parental leave
About Flueid
A technology platform helping real estate professionals manage and track every step of the transaction process. — Industry: Information Technology