Customer Success Manager - Retention

Recognized as the No. 1 site trusted by real estate professionals, Realtor.com® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, Realtor.com® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions.

Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance.

Customer Success Manager - Retention at Realtor.com

Location: Scottsdale, AZ (hybrid)

Are you a customer-focused sales and retention professional? Are you ready to engage Real Estate Agents and Brokers, reinforce product value, and drive customer satisfaction through solution-based conversations? If you want to pursue your professional goals while helping grow an innovative real estate tech company, this work is for you. Join us as our newest Customer Success Manager - Retention and help change the world of real estate, one home at a time.

This is a phone-based role where you will manage approximately 50 calls per day (10–20 inbound) and collaborate closely with Digital Sales Consultants, Sales Management, and other stakeholders. The position offers career growth opportunities in a collaborative, fast-paced environment, with flexibility to support additional projects as needed while driving overall customer success.

Top Reasons to Apply:

• Gain hands-on customer relationship experience through direct engagement with real estate agents and brokers
• Launch a career in a leading real estate tech company in the digital housing marketplace
• Fast-paced, collaborative environment where you can sharpen multitasking and problem-solving abilities

What you’ll do:

• Take inbound and make outbound calls to agents daily
• Re-build value in Realtor.com solutions for agents requesting to cancel their services
• Offer consistent communication and timely resolution for our agents
• Resolve Retention issues on agent and broker accounts
• Meet or exceed minimum retention goals
• Meet or exceed a minimum outbound call requirement
• Engage customers with the highest level of respect and integrity

What you'll bring:

• High tolerance for engaging with dissatisfied clients
• Bachelor’s degree or equivalent experience and 2+ years related experience
• Thorough knowledge of a consultative or solutions based sales process
• Familiarity with the real-estate landscape required
• Familiarity with advertising products and services required
• Familiarity with Salesforce preferred
• Knowledge of Excel and Microsoft Outlook required
• Trouble-shoot and resolve customer service issues
• Meet deadlines and work well under pressure
• Multi-task and set priorities
• Work the predesigned work schedule
• Leverage established negotiation tactics

How we work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together. This is a hybrid opportunity in our Scottsdale, AZ office.

How we Reward you:

• is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:
• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location

Do the best work of your life at Realtor.com®

Here, you’ll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you’ll find your way home too. At Realtor.com®, you’ll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return, we’ll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.

Diversity is important to us, therefore, Realtor.com® is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Realtor.com® will provide reasonable accommodations for otherwise qualified disabled individuals.