Sales & Success Manager, SmartSale Concierge

Auction.com • Irvine, CA

2d • $125,000 - $165,000

About The Position

Auction.com is the nation’s leading online marketplace for distressed real estate. SmartSale™, powered by Auction.com, offers homeowners—including those facing financial hardship—multiple selling pathways supported by local agents and a dedicated team. The Sales & Success Manager, SmartSale Concierge leads a team of Concierge representatives serving homeowners referred primarily by mortgage servicers, guiding them from initial contact through listing and sale. The team provides high-touch concierge service and communicates with servicers about short sale approval and related steps. The manager is accountable for conversion, listing speed and pricing quality, service quality, and documented handoffs to the Short Sale Coordination team. The role requires customer success leadership, sales coaching, empathy for homeowners in hardship, and comfort working with servicers and loss mitigation processes.

The manager leads, coaches, and develops a team of 8–15 representatives; manages performance, hiring, onboarding, training, workloads, and KPIs; and ensures timely, empathetic homeowner engagement and effective conversion from referral to listing. The role oversees pricing conversations and listing outcomes, coordinates with servicers and local agents, and ensures accurate handoffs to listing and Short Sale Coordination. It also maintains CRM records, identifies process improvements, and provides performance reporting and forecasts to the VP. The role supports standard business hours, with flexibility as needed to meet servicer and homeowner deadlines.

Requirements

• At least 7 years of experience in quota-carrying customer success, account management, sales, loss mitigation, mortgage servicing, or real estate in a high-touch, relationship-driven role.
• At least 3 years of experience leading, supervising, or coaching a team, ideally a team of 10 or more.
• Demonstrated track record of meeting conversion, sales, or service targets.
• Experience working with distressed or hardship customers, or in a servicer, default, or loss mitigation environment.
• Availability to support standard business hours, with flexibility as needed to meet servicer and homeowner deadlines.
• Customer success leadership experience managing complex, high-touch customer relationships and coaching a team to deliver them consistently.
• Sales leadership skills, including pipeline management, forecasting, conversion coaching, and accountability for results.
• Ability to coach and lead sales and customer-facing representatives to measurable results.
• Empathy and professionalism with homeowners experiencing hardship, and ability to coach others to demonstrate the same.
• Working knowledge of mortgage servicing, loss mitigation, foreclosure prevention, and the short sale process.
• Strong communication, negotiation, and escalation skills when working with servicers and other third parties.
• Metric-driven approach to managing conversion, speed, and quality.
• High attention to detail and strong follow-through across many concurrent files.
• Sound judgment on compliance boundaries, including not giving legal or financial advice.
• Proficiency with a CRM such as Salesforce or equivalent, Microsoft Office Suite, and call and communication tools.

Nice To Haves

• BA/BS degree or equivalent experience.
• Experience with short sales, foreclosure alternatives, or REO.
• Existing relationships with mortgage servicers or loss mitigation teams.
• Experience in a real estate marketplace, proptech, or sales organization with a high-volume pipeline.
• Experience coaching teams through a high-volume, regulated outreach environment.
• Track record of meeting or exceeding conversion, sales, or service targets.

Responsibilities

• Lead, coach, and develop 8–15 Concierge representatives serving homeowners referred through the Servicer Program.
• Set expectations, scorecards, quality standards, and a coaching cadence, including call and file reviews and one-on-ones.
• Balance workloads according to referral volume, urgency, and case complexity.
• Lead hiring, onboarding, training, and performance management in partnership with HR.
• Monitor team KPIs, including referral-to-contact rate, speed to first contact, lead-to-list conversion, pricing at listing, price reductions, days on market, listed-to-sold conversion, and homeowner satisfaction.
• Ensure representatives provide timely, empathetic, and clear outreach and guidance to homeowners experiencing financial and emotional stress.
• Drive conversion from referral to engaged homeowner to listing through disciplined follow-up, persistence, and pipeline management.
• Qualify and triage homeowners, working with the Retail Market manager to route sellers to the appropriate path.
• Ensure homeowners understand their options, the process, timelines, and responsibilities without providing legal or financial advice.
• Ensure the team follows applicable communication and consumer protection requirements, including TCPA and CAN-SPAM outreach rules.
• Own the team's results in getting homeowners listed quickly and at appropriate prices, and reduce time from referral to live listing.
• Coach representatives on pricing conversations grounded in market data and local agent input, and on setting realistic expectations without providing financial advice.
• Work with the agent network and Short Sale team on pricing strategy and valuation issues affecting servicer approval.
• Track and act on pricing indicators, including list price versus valuation, price reductions, days on market, and offer activity.
• Serve as the day-to-day communication and escalation point with servicer partners on referred homeowners, providing status updates and setting expectations.
• Act as the ombudsman to servicers on short sale approval progress and related issues, in coordination with the Short Sale Coordination team.
• Build and share team knowledge of each servicer's requirements, contacts, timelines, and escalation paths.
• Lead efforts to engage the servicer when a homeowner enters the process without servicer involvement.
• Share referral performance and outcomes with servicer partners and the VP as applicable.
• Own documented handoffs from Concierge to listing, and from listing to Short Sale Coordination after contract execution.
• Partner with Short Sale Coordination leadership to resolve roadblocks and keep homeowners informed.
• Work with the agent network to pair homeowners with trained local agents and manage agent performance on Servicer Program files.
• Partner with Product, Marketing, and Compliance on process, tooling, messaging, and communications.
• Maintain accurate CRM records, notes, and status tracking across the team.
• Identify and recommend process, script, and tooling improvements based on team data and homeowner and servicer feedback.
• Provide regular performance reporting and forecasts to the VP.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan with an employer contribution equal to 25% of eligible employee contributions
• Paid time off, including 12 paid holidays
• Target incentive opportunity in addition to annual base salary

What This Job Offers

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