Note: The job is a remote job and is open to candidates in USA. Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. As a Lifetime Customer Success Manager, you will oversee the long-term success, retention, and growth of existing accounts after their first 30 days, focusing on driving adoption, reducing churn, and ensuring each client continues to see measurable value in the BoldTrail platform.
Responsibilities
- Account Retention: Serve as the primary point of contact for all accounts post-onboarding, focusing on renewal readiness, engagement, and long-term satisfaction
- Adoption & Strategy: Conduct periodic strategy and adoption calls to ensure clients are using key features and meeting their business goals with BoldTrail
- Health Monitoring: Regularly review account health metrics to identify risk indicators (low adoption, support issues, or inactive users) and proactively intervene
- Escalation Management: Collaborate with Product, Support, and Implementation teams to resolve complex issues, ensuring clients feel supported and informed
- Growth Opportunities: Partner with Account Management to identify expansion or upsell opportunities that align with the client’s goals and usage
- Customer Advocacy: Gather feedback and insights from clients to inform internal teams and help shape future product improvements
- Collaboration & Handoff: Maintain a strong handoff process from Launch CSMs and ensure smooth transitions between lifecycle phases
- Documentation: Accurately log activities, meeting notes, and account health updates in Salesforce for visibility and reporting
Skills
- 3+ years in Customer Success, Account Management, or a related SaaS role, ideally managing a portfolio of SMB/MM/enterprise clients
- Strong relationship-building and communication skills
- Ability to manage a large portfolio while staying organized and proactive
- Experience using Salesforce and customer health dashboards
- Strategic mindset with a focus on both retention and value realization
- Comfort managing escalations and guiding customers toward solutions
Benefits
- 3 Medical plans to choose from - 1 PPO and 2 HDHPs
- 2 Dental plans to choose from
- Vision
- HSA - company-funded
- FSAs - healthcare, limited purpose, dependent care
- Short-Term Disability - company-paid
- Long-Term Disability - company-paid
- Basic Employee Life Insurance - company-paid
- Voluntary Dependent Life Insurance
- Voluntary Accident Insurance
- Voluntary Critical Illness
- Voluntary Hospital Indemnity
- ID Protection
- Pet Insurance
- 401(k) Retirement Savings with company match
- Paid PTO/Vacation/Sick Time
- 11 company-recognized holidays
- Company-paid Parental/Disability Leave
- Potential to work in a remote setting;
- Opportunities to grow within our company;
Company Overview