Customer Success Manager

Who we are:

Real Geeks helps thousands of ambitious agents and small teams accelerate their business growth with innovative technology that helps them capture leads, nurture opportunities, and turn them into clients for life. We’re a passionate team working remotely across the US and Canada, connected by a shared mission and drive to make our customers successful. Real Geeks is headquartered in Dallas, TX and owned by Fidelity National Financial (NYSE: FNF), along with CINC, SkySlope and other leading real estate technology companies.

Job Summary:

As a Client Success Manager, you will be the dedicated advisor for a select group of real estate agents using our platform. This may include customers who have one of our client marketing products, large teams, VIPs, or any other group assigned a CSM. Your primary goal is to ensure our customers maximize their ROI, stay engaged with our products and services, and have the tools and information they need to use our product to convert leads into clients. You will provide strategic guidance, troubleshoot challenges, and proactively drive adoption of our technology.

In your role, you’ll coach agents on best practices for lead conversion, marketing, and CRM utilization while ensuring high customer satisfaction and retention.

Key Responsibilities:

• Customer Success & Adoption
  • Onboard new clients (post implementation) and guide them through the utilization of our CRM, website, and lead generation services.
  • Educate customers on how to effectively convert leads using our platform, providing best practices and coaching.
  • Develop personalized success plans based on each agent’s business goals.
  • Conduct regular check-ins, strategy sessions, and performance reviews with clients.
  • Proactively identify at-risk clients and implement strategies to improve adoption and engagement.
  • Ensure all clients have a positive experience with Real Geeks, even if they have chosen to stop doing business with our company
• Training & Support
  • Provide hands-on training for clients on CRM automation, follow-up strategies, and website management.
  • Conduct one-on-one coaching sessions to enhance customer knowledge.
  • Assist clients with optimizing their online presence and lead follow-up workflows.
  • Provide fast and satisfactory resolution of all inbound inquiries from your assigned clients (via phone, email, live chat)
  • Conduct proactive outreach to clients with low CSAT or NPS scores
  • Conduct thorough discovery to get at the root cause of each client’s challenges or frustrations
  • Identify the right resolution steps to prevent cancellations, from training and coaching to financial relief
  • Reset expectations and de-escalate clients who have had a negative experience or are frustrated with our lead generation services or platform, as appropriate
  • Gather actionable insights from clients needing support or wanting to cancel to help improve products and services we offer
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• Retention & Product Improvements
  • Address client concerns, provide solutions, and escalate issues when necessary.
  • Advocate for clients internally, collaborating with Product, Client Marketing, and Support teams to improve the customer experience.
  • Advocate for your customers by collaborating with our Training and Engagement team to develop tailored content and training that enhances their success.
  • Identify expansion opportunities, such as additional lead generation services, and provide consultative recommendations.

Qualifications & Skills:

Required:

• 2+ years in customer success, account management, training, or senior support role (SaaS, marketing, or real estate experience preferred).
• Experience with CRMs, digital marketing, or lead generation tools (bonus if you’ve used real estate CRMs).
• Excellent communication skills, both written and verbal with the ability to coach, train, and inspire real estate agents
• Self-motivated with a strong sense of ownership and accountability.
• Technical aptitude and the ability to thrive in a fast-paced, customer focused environment and are proactive in solving problems.
• Deep knowledge of the Real Geeks suite of tools and and how to leverage them as a real estate agent

Preferred (Optional):

• Knowledge or experience with online lead generation, specifically on Google, Bing, and social media (Facebook, Instagram, Tiktok)

Work Environment & Physical Requirements (if applicable):

• Must be able to conduct customer trainings and calls on camera via Zoom and via phone on a regular basis