REI Coach (Remote)

Carr Talent Acquisition • Madison, MS

20h • Remote

About The Position

Our client is a fast-growing lead generation and digital marketing company that helps businesses accelerate revenue by delivering exclusive, high-quality sales opportunities. After establishing themselves as a trusted partner to real estate investors nationwide, they are expanding into the roofing industry by providing qualified homeowner leads through a flexible pay-per-lead model. Their mission is simple: help contractors grow their businesses by connecting them with customers actively looking for their services.

We are seeking a highly driven REI Coach to lead customer retention efforts while serving as a mentor and coach to our Customer Success team. This role is responsible for protecting recurring revenue by building strong relationships with high-value and at-risk clients, developing customized retention strategies, and identifying opportunities to expand existing accounts. As both an individual contributor and team leader, you'll work cross-functionally to improve customer satisfaction, reduce churn, and create a world-class client experience. The ideal candidate is a strategic relationship builder with exceptional communication skills, a consultative mindset, and a passion for helping both customers and teammates succeed.

Requirements

• 5+ years of experience in Customer Success, Account Management, Client Services, Sales, or Customer Retention.
• Demonstrated success reducing customer churn and growing existing customer accounts.
• Strong consultative selling, negotiation, and conflict resolution skills.
• Experience managing executive-level and high-value client relationships.
• Proven ability to coach, mentor, and develop customer-facing teams.
• Strong analytical mindset with experience interpreting customer health metrics and KPIs.
• Proficiency with CRM systems and customer success platforms.
• Excellent verbal, written, and presentation communication skills.
• Highly organized with the ability to prioritize multiple client relationships simultaneously.

Nice To Haves

• Real Estate Investing industry experience is strongly preferred.

Responsibilities

• Develop and execute retention strategies for high-risk and high-value customer accounts.
• Personally manage escalated client relationships to reduce cancellations and strengthen long-term partnerships.
• Create customized success plans that maximize customer satisfaction and retention.
• Monitor customer health metrics and proactively identify accounts showing signs of churn.
• Conduct regular business reviews with VIP clients and serve as the primary escalation point for strategic accounts.
• Identify opportunities to expand existing customer relationships through additional products and services.
• Partner with Sales and Customer Success teams to drive account growth and maximize customer lifetime value.
• Coach, mentor, and train Customer Success Managers on objection handling, negotiation, and relationship management.
• Improve retention processes by analyzing churn trends and implementing best practices across the organization.
• Track retention metrics, revenue protected, customer satisfaction, and overall team performance while providing regular reporting to leadership.

Benefits

• Comprehensive paid training and onboarding
• Employer-paid Medical, Dental, and Vision insurance
• 401(k) with company match
• Fully remote position with long-term growth opportunities
• Performance bonuses tied to customer retention, revenue protection, account expansion, and customer satisfaction
• Opportunity to make a direct impact on company growth and recurring revenue
• Work alongside a collaborative, high-performing leadership team
• Career advancement opportunities within a rapidly growing organization

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed