Customer Success Manager

We are looking for a Customer Success Manager to help real estate agents and teams maximize the value of LPT’s growing portfolio of products and services. This role will work directly with agents and team members to improve lead conversion, strengthen CRM adoption, optimize sales workflows, and ultimately help customers drive better business outcomes.

This is a highly hands-on role that combines customer success, sales coaching, CRM expertise, and business consulting. The CSM will conduct regular business reviews, use performance data to identify opportunities, coach customers on lead management and conversion best practices, and help configure workflows that move opportunities through the pipeline.

As part of a growing business, this person will also play an important role in building the future Customer Success model. The ideal candidate is comfortable operating in ambiguity, identifying what works, gathering customer and product insights, and helping turn those learnings into scalable processes and best practices.

Responsibilities:

Customer Coaching & Business Performance

• Serve as a trusted advisor to agents and team members, coaching on lead conversion, follow-up, pipeline management, CRM adoption, and sales best practices.
• Conduct recurring business reviews, using performance data to identify opportunities and translate insights into clear actions that improve business outcomes.
• Help customers maximize the value of LPT’s growth products by connecting recommended behaviors and best practices to their individual business goals.

CRM & Follow Up Boss Optimization

• Serve as a Follow Up Boss subject matter expert, helping customers improve CRM adoption, lead management, pipeline progression, and conversion.
• Assess and optimize CRM workflows, stages, action plans, automations, lead routing, and follow-up processes based on customer needs and best practices.
• Develop repeatable FUB workflows, configurations, and best practices that can be applied across customers.

Customer & Product Insights

• Gather structured customer feedback to identify product opportunities, adoption barriers, workflow challenges, and new business opportunities.
• Use CRM data, customer behavior, and business performance to identify trends and insights that can inform product and business decisions.
• Partner cross-functionally to bring the voice of the customer into the continued development of LPT’s growth products and services.

Customer Success Model & Scale

• Help build and refine the Customer Success model, including onboarding, coaching, business reviews, ongoing engagement, and measures of customer success.
• Identify successful approaches and translate them into scalable playbooks, processes, tools, and best practices.

Qualifications:

• 5+ years in Customer Success within real estate, lead generation, lead conversion, or a related business.
• Strong background supporting real estate agents, teams, brokerages, or other real estate entrepreneurs.
• Deep Follow Up Boss expertise, including implementing and optimizing workflows, automations, pipeline management, and best practices for real estate sales organizations.
• Strong knowledge of online lead generation, lead management, and conversion models.
• Proven ability to support the launch and scaling of new products, services, or Customer Success functions.
• Success partnering cross-functionally and translating customer feedback and performance insights into actionable product and business recommendations.
• Ability to thrive in a fast-moving, ambiguous environment, balancing day-to-day customer needs with helping build the future structure of the function.