Customer Success Manager

LOFTY INC.•Phoenix, AZ

50d•Hybrid

About The Position

The Mid-Market Customer Success Manager serves as the primary point of contact for a portfolio of 100+ clients post-sale, ensuring a seamless and successful experience with the Lofty CRM platform. This role focuses on driving client adoption, engagement, and long-term value through strategic consultation, data-driven insights, and proactive support. By understanding each client’s unique goals and business needs, the CSM delivers tailored recommendations, supports growth opportunities, and strengthens client relationships to maximize retention and expansion.

Requirements

High school diploma required; advanced education or relevant certifications preferred
2+ years of experience in a customer service or client-facing role, preferably in real estate, sales, or SaaS
1–3 years of experience managing client relationships in a high-volume environment
Proven ability to resolve client issues with professionalism and efficiency
Strong communication and interpersonal skills with the ability to present and influence stakeholders at all levels
Excellent listening, negotiation, and conflict-resolution abilities
Strong writing, grammar, and proofreading skills for professional client communication
Ability to thrive in a fast-paced, dynamic environment
Demonstrated ability to multitask, think creatively, and solve problems proactively
Technically proficient in web tools and platforms

Nice To Haves

Background in online or digital marketing is plus
Experience with CRM platforms is a strong advantage

Responsibilities

Drive Platform Adoption: Guide clients through onboarding and ongoing adoption of the Lofty CRM platform by sharing best practices and aligning platform capabilities with business goals.
Lead Client Trainings: Deliver group-based virtual training sessions to educate clients on features, updates, and workflows that enhance productivity and ROI.
Act as a Strategic Advisor: Conduct regular business reviews to analyze account performance, present actionable insights, and recommend product updates, integrations, and strategies for growth.
Manage Client Success & Satisfaction: Serve as the go-to contact for client needs, ensuring prompt resolution of requests, issues, and escalations through collaboration with internal support teams.
Support Retention & Growth: Identify expansion opportunities within accounts; collaborate with Sales to support upsell initiatives and meet team growth targets.
Monitor & Report on Client Health: Track key metrics, engagement, and platform usage to proactively address risk and ensure ongoing client satisfaction.
Billing Oversight: Maintain and manage monthly billing for franchise accounts and coordinate with internal stakeholders on corporate-level invoicing.
Marketing Strategy Consultation: Provide guidance on clients’ marketing strategies by reviewing current efforts, identifying gaps, and recommending improvements via calls, email, and video meetings.
Champion Client Voice: Advocate for customer needs internally, ensuring feedback is heard and integrated into product development and support initiatives.
Relationship Management: Build and maintain strong, trusted relationships with clients to drive loyalty and long-term success.

Benefits

AI-First Innovation: Access to leading AI tools, hands-on learning opportunities, and real-world exposure to how AI is transforming business.
Health Insurance: FREE medical coverage for employees for one of our plan options! Ability to add dependents or choose an alternative plan and still receive a credit to keep costs down.
Paid Time Off: Three weeks of paid time off, in addition to 10 holidays.
Paternity Leave: Up to 6 weeks of paid paternity time to bond with a new child (once qualified for FMLA).
Employee Assistance Program: Free access to SupportLinc for on-demand care for personal or professional challenges.
Team Building: Monthly schedule of team activities, quarterly town halls, open Q&A sessions, and other special events.
Growth Opportunities: Leadership training, development journeys for core teams, and coaching/mentoring opportunities.
Tools To Do The Job: Provision of necessary tools, equipment, and systems prior to start date.
401(k) company match
100% company-paid life/AD&D insurance/short-term disability