Customer Success Account Manager

Customer Success Account Manager Location Hybrid work in Phoenix, AZ : Description:

We are on the lookout for a Customer Success Account Manager to join our growing team!

Who are we?

Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads' activities, build lasting customer relationships, and efficiently manage teams. As a leader in our industry, we are seeking a highly motivated Customer Success Account Manager to join our team and drive growth within the industry! Join us on our exciting journey and help shape the future of technology within the real estate space!

What's the job?

The Customer Success Account Manager is responsible for managing the customer success of 100 or more clients and is the point of contact for all customer interaction post sale. Responsible for customer segment research including extracting data and analysis to develop recommended offerings, campaigns and services.

• Drive adoption of the Lofty CRM platform
• Trains and educates clients in an online group setting
• Acts as a strategic business partner - Conducts formal business reviews, reviewing account performance while providing areas of opportunity, product updates, and best practices.
• Monitors and project manages support tickets to ensure timely resolution
• Operate as a point of contact for all matters specific to our customers, proactively respond to customer requests, complaints, and needs as well as issue escalations as needed
• Communicate clearly the progress of daily/weekly initiatives to internal and external stakeholders
• Identify and grow opportunities within customer accounts and help sales team to ensure growth attainment, conduct monthly meetings with clients to review services, resources, success and make recommendations
• Develop new business with existing clients and/or identify areas of improvement to exceed team sales quotas
• Build and foster relationships with customers
• Maintain and update monthly billing for franchise locations and assists with corporate level billing
• Provide consultation on the development and improvement of clients marketing strategies via phone and email and video conferencing
• Recognize strengths and weaknesses with clients current marketing strategies and make recommendations for improvements
• Advocate internally for client needs

What's the work location?

You'll be based out of our stunning, light-filled headquarters in the Warehouse District of Downtown Phoenix—a 17,000-square-foot space designed for collaboration, creativity, and connection. During onboarding and training, you'll work in-office five days a week to build momentum, meet your teammates, and ramp up with hands-on support. Once key KPIs and performance metrics are met, you'll transition to a hybrid schedule of three in-office days per week—giving you the flexibility to balance focused work and in-person collaboration.

Requirements:

What are we looking for?

• 2+ years of telephone customer service environment, real estate / sales experience preferred
• Online marketing industry experience preferred
• 1-3 years of experience managing client relationships within a high-volume environment
• Bachelors degree, preferred
• Experience working directly with customers to solve issues
• Excellent listening, negotiation skills with demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization
• Ability to thrive in a fast-paced and dynamic work environment
• Ability to handle confidential information
• Strong writing and proofreading skills, use of proper grammar and verbiage
• Ability to multi-task, creative thinker, problem solver
• Certified Google Advertising Professional is preferred
• Digital marketing expertise with the paid search and organic search landscape (additional expertise with social and display preferred)
• Advanced technology skills to include: use of the Internet, Google Maps, Microsoft Excel and other office suite products
• Software and/or SaaS experience is a huge plus

Anything else? Absolutely! Benefits and Perks:

This is a place where every day we are inspired by our teammates, encouraging each other to be our best. The environment is friendly and supportive! And we feel it's important to reward our team with competitive pay and benefits. Here are some of the highlights:

• Health Insurance: FREE medical coverage for employees for one of our plan options! And the ability to add dependents or choose an alternative plan and still receive a credit to keep costs down.
• Paid Time Off: Work hard, play hard! In addition to 10 holidays, we offer paid time off so that you can achieve a healthy work-life balance.
• Paternity Leave: We support our team members as they grow their families! Once you qualify for FMLA, you are eligible to receive up to 6 weeks of paid paternity time to bond with a new child.
• Employee Assistance Program: We are proud to offer free access to SupportLinc, a global platform that provides on-demand care as you navigate personal or professional challenges. This confidential and compassionate support system is available to you and your family members anytime you need help.
• Team Building: We may work across time zones and countries, but we're still united. We host a monthly schedule of virtual team activities, town halls, open Q&A sessions, and other special events…so many fun ways for us to connect and support one another.
• Growth Opportunities: When our people grow…we grow! We offer leadership training, development journeys for core teams, and coaching/mentoring opportunities. Constant growth and development are inherent in our culture.
• Tools To Do The Job: We ensure you are hooked up with the tools, equipment, and systems you need. We begin the process prior to your start date, so you are ready to rock ‘n roll on your first day.
• What Else? We provide a 401(k) company match and 100% company-paid life/AD&D insurance/short-term disability. Our ultimate goal is to support you and your overall wellness.

Join our growing team and let's have fun building this business together!