Launch Customer Success Manager

Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. Their branded portfolio, BoldTrail, includes BoldTrail front office, BoldTrail Back Office and BoldTrail Recruit, solutions that create a complete tech ecosystem for clients, and deliver seamless end-to-end operations, to scale success at any level. BoldTrail delivers a unique technology ecosystem through custom branding, robust integrations, and high-quality add-on solutions, and delivers the next generation of the company’s legacy brands, including kvCORE, BoomTown, btPRO, Brokermint, and AmpStats solutions. With an accomplished leadership team and its talented staff, Inside Real Estate brings the resources, scale, and vision to deliver ongoing innovation and success to their growing customer base. As a Launch Customer Success Specialist, you will play a critical role in ensuring that new SMB/MM accounts (up to 100 seats) are set up for success within the first 60 days of going live. This role is vital in reducing churn by proactively reaching out to schedule calls and guiding new accounts through the initial stages of their onboarding journey. You will work closely with implementation and sales teams to identify and address any misaligned expectations or setup needs early in the process. Key Responsibilities:

• Post-launch Roadmap: Guide new accounts through a 60-day success roadmap, including foundational setup, adoption strategies, and additional calls to address questions or concerns. Ensure all accounts have 3 scheduled calls within the first 60 days, with the first call occurring within the first week of launch.
• Proactive Outreach: Proactively reach out via phone, email, and text to schedule the initial call with accounts in their first week to ensure prompt setup and onboarding.
• Account Setup: Collaborate with implementation teams to ensure that new accounts are properly configured and ready to use the platform effectively.
• Expectation Alignment: Work closely with sales to ensure customer expectations align with product capabilities and services. Escalate any misaligned expectations or setup issues to the appropriate team members immediately.
• Follow-up and Communication: Maintain ongoing communication with customers, ensuring they are aware of resources, support channels, and best practices. Provide additional support as needed to ensure a successful first 60 days post launch.
• Data Tracking: Maintain accurate records of adoption progress and customer interactions in Salesforce.
• Collaboration: Work in tandem with the sales and implementation teams to flag any setup challenges or misaligned expectations, ensuring a smooth onboarding experience.
• Customer Feedback: Collect and report customer feedback to improve the onboarding process and help the company understand customer pain points during the early stages.

Qualifications:

• Experience: 2+ years in a Customer Success, Onboarding, or Account Management role, preferably within a SaaS company.
• Skills:

• Strong communication and interpersonal skills, with a passion for customer satisfaction.
• Ability to manage multiple accounts simultaneously while maintaining a high level of attention to detail.
• Experience with CRM platforms, especially Salesforce, preferred.
• Ability to thrive in a fast-paced environment and meet aggressive outreach goals.
• Problem-solving mindset with the ability to quickly identify challenges and escalate as needed.
• Proven ability to reduce churn through successful onboarding and relationship building.

We offer a competitive total rewards package including:

• Competitive salary
• 3 Medical plans to choose from - 1 PPO and 2 HDHPs
• 2 Dental plans to choose from
• Vision
• HSA - company-funded
• FSAs - healthcare, limited purpose, dependent care
• Short-Term Disability - company-paid
• Long-Term Disability - company-paid
• Basic Employee Life Insurance - company-paid
• Voluntary Dependent Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness
• Voluntary Hospital Indemnity
• Legal Plan
• ID Protection
• Pet Insurance
• 401(k) Retirement Savings
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays
• Company-paid Parental/Disability Leave

In addition, at IRE, we focus on driving top results providing:

• Opportunities to grow within our company;
• Potential to work in a remote setting;
• Exciting/energetic work environment and fun, creative culture.

IRE EEO Statement - We believe that the unique contributions of all Insiders are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.