Note: The job is a remote job and is open to candidates in USA. iSpeedToLead is a two-sided real estate lead marketplace operating across the United States. The Customer Success Manager will own post-purchase relationships with buyers, including onboarding, account health, retention, escalations, customer feedback, reporting, and building the Customer Success function from scratch.
Responsibilities
- Own the onboarding of new buyers end to end, from first purchase to first repeat purchase
- Run onboarding calls and follow-ups, making sure every new buyer understands how to filter, buy, and work leads effectively
- Design and maintain the onboarding sequence (content, timing, channel) and improve it based on what actually converts
- Manage a book of high-value accounts with regular check-ins, usage reviews, and proactive outreach
- Build and maintain a health-scoring model that flags at-risk accounts before they churn, not after
- Run save conversations on at-risk accounts and document what worked, by reason code
- Act as the escalation point for buyer complaints, including lead quality disputes, refund requests, and billing or balance issues
- Coordinate with support, sales, and engineering to resolve issues, and follow through until the customer confirms resolution
- Operate within agreed refund and credit authority limits, and defend those decisions with data
- Collect, categorise, and quantify churn and refund reasons, turning anecdotes into a ranked list
- Deliver a weekly written report to product and leadership on retention performance and the top issues driving cancellations
- Advocate for the product changes that would remove recurring causes of churn
- Build the Customer Success playbooks from scratch: onboarding, save, win-back, and escalation
- Maintain accurate account records and interaction history in our systems
- Report on retention metrics weekly, and own the definitions behind them
- Work daily with sales on the handoff of new buyers, and with support on ticket patterns
- Partner with product and analytics on lifecycle experiments and instrumentation
Skills
- 2+ years in Customer Success, Account Management, or Retention in a high-volume, low-ACV environment such as a marketplace, self-serve SaaS, or transactional product with hundreds of accounts. (Enterprise CSM experience with a handful of large logos is a different job and will not transfer well here.)
- Demonstrated ownership of a retention, churn, or repeat-purchase metric. You can describe what it was, what you changed, and what it became
- Comfortable working with data: SQL basics or strong BI fluency (Amplitude, Metabase, Looker, BigQuery, or similar). You pull your own numbers rather than requesting them
- Experience building a process from zero, such as an onboarding flow, a save playbook, or a health-score model. Executing someone else's process is not the same thing
- Written and spoken English at C1 level, customer-facing, at volume
- Confident on the phone with US small-business customers. Our buyers are real estate investors: direct, busy, and blunt
- Practical use of AI tools in your daily workflow (call summarisation, drafting, triage) with examples you can show
- A minimum of 4 hours of daily overlap with US Eastern Time
- Experience in real estate, proptech, lead generation, or a marketplace with wallet or prepaid-balance mechanics
- Familiarity with Intercom, HubSpot, or a comparable CRM and support stack
- Experience designing lifecycle email or automation flows
- Ukrainian or Russian in addition to English
Benefits
- Full ownership of a metric that shows up directly in the P&L, with no layer between you and leadership.
- A greenfield function. You design how Customer Success works here.
- Real data infrastructure and an AI-native team, so arguments get settled with numbers and tooling is not a fight.
- A clear 12-month growth path to Head of Retention or Head of Customer Success, including automation of the low-touch tier and one to two direct reports.
- Remote work with flexible hours inside the required US overlap.
- Referral bonus of USD 3,000 after probation for anyone you bring in.
Company Overview