Customer Success Manager (Mid-Market)

About the role

We are seeking a Mid-Market Customer Success Manager to own the post-sale experience for a portfolio of over 100 real-estate clients using the Lofty CRM platform. You will guide adoption, deliver training, and act as a strategic advisor to help agents and brokerages grow their business.

Key responsibilities

• Lead onboarding and ongoing adoption of the Lofty CRM, aligning features with client business goals.
• Conduct virtual group trainings on platform updates, workflows and best practices.
• Perform regular business reviews, analyse usage data and provide actionable insights and recommendations.
• Serve as the primary point of contact for client inquiries, issue resolution and escalations, collaborating with internal support teams.
• Identify expansion opportunities, work with Sales on upsell initiatives and track key health metrics.
• Oversee monthly billing for franchise accounts and coordinate corporate invoicing.
• Advise clients on marketing strategy, reviewing current efforts and suggesting improvements.
• Champion the client voice internally to influence product development and support processes.

Required profile

• Proven experience managing a portfolio of SaaS customers, preferably in the real-estate or related B2B sector.
• Strong analytical mindset with ability to translate data into strategic recommendations.
• Excellent communication skills and a customer-centric attitude.
• Ability to work independently and collaborate across product, sales and support teams.

Required skills

• Experience with CRM platforms and SaaS adoption processes.
• Familiarity with virtual training delivery and client onboarding.
• Data-driven reporting and health-metric monitoring.