Customer Success Manager

About Lofty

Lofty is a high-growth, global SaaS company revolutionizing the residential real estate industry. Our platform empowers real estate professionals to streamline operations, improve marketing effectiveness, and grow their business with powerful CRM and automation tools.

We're looking for a Customer Success Manager (SMB) to join our team. This role is ideal for someone who thrives in a fast-paced, client-focused environment and is passionate about helping real estate professionals get the most value out of the Lofty platform.

Job Overview

As an SMB Customer Success Manager, you'll serve as a trusted resource for a broad base of small to mid-sized clients in a pooled support model. Your focus will be on client retention, platform adoption, and resolving escalations through thoughtful communication and product education. You'll work reactively to support inbound client needs while also reviewing accounts and providing strategic guidance to help clients optimize their use of Lofty.

Your success will be measured by your ability to build stickier, longer-term client relationships through effective service, insight, and support.

Key Responsibilities

Respond to inbound client inquiries and provide timely, solutions-oriented support

Handle account escalations with empathy and urgency, coordinating internally as needed

Review account activity and usage to identify opportunities for increased engagement and adoption

Deliver personalized product recommendations, training, and best practices to help clients better utilize Lofty tools

Assist clients in aligning their platform usage with their real estate marketing and lead generation strategies

Maintain accurate documentation of client interactions and account statuses

Advocate for client needs internally and relay common trends or feedback to relevant teams

Help drive platform retention by improving client satisfaction and product usage

Requirements & Qualifications

12 years of customer-facing experience in a SaaS, service, or tech-enabled environment

Familiarity with real estate or small business marketing strategies preferred

Excellent communication and interpersonal skillsboth written and verbal

Strong problem-solving skills with the ability to stay composed under pressure

Comfortable presenting on-screen and leading product walkthroughs via Zoom or similar platforms

Basic understanding of CRM platforms, digital tools, and client onboarding best practices

Highly organized with strong attention to detail and follow-through

Ability to manage multiple inquiries and tasks in a fast-paced environment

Tech-savvy and comfortable learning new platforms quickly