Customer Success Representative - US BASED

Customer Success Representative

Remote | United States

ABOUT

Property Leads is a marketing/pay-per-lead company that generates inbound and motivated seller leads in the real estate investor space. We are a team of driven individuals with lofty goals for the company and ourselves. Many companies describe themselves as families. We are more of a high-performance sports team looking to win the yearly championship. The ideal candidate is highly driven, enjoys working, is fun and friendly, and is willing to face challenges head-on in a fast-paced, ever-evolving environment.

ROLE

This is not a passive support role.

As a Customer Success Representative at Property Leads, you are on the front lines of client relationships — responsible for retention, coaching, and saving accounts. You will spend a large portion of your day communicating directly with real estate investors via phone, SMS, email, and community channels.

You will help clients:

• Understand the value of our leads
• Improve their acquisition processes
• Stay bought-in during tough moments
• And ultimately close more deals

This role requires someone who can handle constant pressure, frequent complaints, and high emotional intensity — and still show up energized, solutions-focused, and ready to win the next conversation.

RESPONSIBILITIES

• Speak with clients daily via phone, text, and email — especially during high-friction situations
• Handle objections, complaints, and frustration with confidence and composure
• Perform “reverse sales” turning unhappy clients into retained, long-term customers
• Coach investors on how to improve their lead handling, follow-up, and conversion
• Build real relationships not just transactions (be someone clients actually like talking to)
• Stay active in Facebook groups and community channels to support and engage clients
• Respond to inquiries within 30 minutes and drive resolution within 24 hours
• Partner with internal teams (sales, refunds, ops) to resolve complex issues
• Maintain accurate records of all client interactions in CRM systems

REQUIREMENTS

• 2+ years in customer success, account management, or retention-focused roles
• Strong verbal communication skills (phone confidence is a must)
• Proven ability to handle objections and retain customers
• Experience building relationships with clients over time
• Highly organized and able to manage multiple conversations simultaneously
• Real estate or investor-facing experience is a strong plus

RESULTS

• Response time: <30 minutes
• Resolution time: <24 hours
• Maintains 80%+ client retention after first 30 days without issuing credits
• Builds strong rapport — clients recognize them by name and are willing to engage on calls
• Generates consistent positive feedback (calls, texts, reviews, or direct praise)
• Actively engages clients in Facebook groups and community channels (not just reactive support)
• Takes full ownership of problems and does not pass clients between teams without context or follow-through
• Follows up after resolution to confirm satisfaction (not just closing tickets)
• Keeps leadership informed on trends, recurring issues, and client sentiment

WHO THIS ROLE IS FOR

This role is for someone who:

• Doesn’t shy away from the phone — you’d rather call than email

• Has a high stress tolerance and doesn’t take things personally

• Can hear complaints all day and still show up positive and focused

• Is obsessive about winning and improving — both for yourself and your clients

• Thrives in a fast-paced, high-demand environment

• Enjoys building relationships and earning trust over time

• Is comfortable being pushed, challenged, and held accountable

WHO THIS ROLE IS NOT FOR

• Someone looking for a quiet, low-stress support job

• Someone who avoids conflict or difficult conversations

• Someone who prefers structured, slow-moving environments

• Someone who takes customer frustration personally

SALARY

• $60,000 - $ 85,000 USD annual salary

BENEFITS

• Comprehensive benefits package (Health, Dental, Vision).
• 401k with a match
• Fast-moving team, low bureaucracy, high ownership
• Flexible remote work environment.