Customer Success Enablement Manager

LOFTY INC.•Phoenix, AZ

3d•Hybrid

About The Position

Lofty is a high-growth, global SaaS company serving the residential real estate market, powered by Agentic AI. Their solutions address daily pain points for real estate agents, teams, and brokerages, empowering them to launch effective marketing campaigns, capture and convert leads, and close more deals faster by eliminating busywork. Lofty is hiring a Phoenix-based Customer Success Operations Manager (SMB) to lead day-to-day operations for their remote SMB Customer Success Representative team. This is a highly analytical, execution-focused role responsible for improving the efficiency, quality, and scalability of the customer success motion. The manager will optimize workflows, implement AI-driven automation, and drive measurable improvements in customer outcomes, with Net Revenue Retention (NRR) as the primary success metric. This role serves as the operational backbone of the SMB CS function, partnering across teams to ensure consistent execution, clear visibility, and continuous improvement.

Requirements

2+ years of experience in Customer Success, CS Ops, Support Ops, RevOps, or a similar operations-focused role.
Bachelor's degree in Business, Communications, or Operations related field or similar experience.
Strong analytical and problem-solving skills, with comfort working across metrics, funnels, and segmentation.
Experience managing or leading teams (or strong readiness to step into a management role).
“AI-native” mindset - actively using modern AI tools to improve workflows and execution.
Familiarity with Claude or similar AI platforms for analysis, writing, and automation.
Excellent written communication and documentation skills.
Ability to manage distributed teams across time zones.
Highly organized with strong attention to detail and follow-through.

Nice To Haves

Experience improving retention and renewal metrics (NRR, GRR).
Familiarity with CRMs, ticketing systems, and BI/reporting tools.
Experience with automation tools (Zapier, Make, or similar) or lightweight scripting.
Experience building QA programs, scorecards, or coaching frameworks.

Responsibilities

Manage and coach a team of SMB Customer Success Representatives (remote, overseas).
Own daily prioritization, coverage, and performance management.
Drive accountability through clear expectations, feedback, and coaching.
Own daily and weekly operating rhythms including queue management, escalations, QA, and playbook adherence.
Build and maintain structured workflows that improve consistency and output quality.
Maintain SOPs, playbooks, escalation paths, and training materials.
Build KPI visibility across retention and operational performance, including: NRR drivers and churn risk; Adoption and usage signals; Response times and resolution speed; CSAT, QA, and productivity metrics.
Identify trends, risks, and opportunities through data analysis.
Identify bottlenecks and root causes across the CS workflow.
Run experiments to improve outcomes (process changes, playbooks, tooling).
Continuously refine systems to increase efficiency and scalability.
Evaluate and implement AI tools to reduce manual work (summaries, tagging, routing, follow-ups, knowledge retrieval).
Build lightweight automations including workflows, templates, and prompt/playbook libraries.
Drive adoption of AI-enabled processes across the CS team.
Partner with Sales, Product, Support, and RevOps to improve handoffs and customer outcomes.
Ensure alignment across teams on customer lifecycle, data, and workflows.

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! And the ability to add dependents or choose an alternative plan and still receive a credit to keep costs down.
Paid Time Off: In addition to 10 holidays, we offer three weeks of paid time off so that you can achieve a healthy work-life balance.
Paternity Leave: Once you qualify for FMLA, you are eligible to receive up to 6 weeks of paid paternity time to bond with a new child.
Employee Assistance Program: Free access to SupportLinc, a global platform that provides on-demand care as you navigate personal or professional challenges. This confidential and compassionate support system is available to you and your family members anytime you need help.
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. Constant growth and development are inherent in our culture.
Tools To Do The Job: We ensure you are hooked up with the tools, equipment, and systems you need. We begin the process prior to your start date, so you are ready to rock ‘n roll on your first day.
401(k) company match.
100% company-paid life/AD&D insurance/short-term disability.