Customer Success Specialist
1 dia atrás
We’re expanding our Customer Success team and hiring a high-performing Customer Success Specialist. You will own the long-term success, retention, and expansion of active customers. This role is analytical, consultative, and performance-driven. You are a partner, not support. If you understand real estate investing, SMS performance, and how to turn data into outcomes, this role fits. This is a direct hire role.
About us:
Smarter Contact is the market-leading AI-powered communications platform for real estate professionals in the U.S., powering tens of millions of text and voice conversations every month, helping real estate professionals close more deals.
🔥 What You’ll Own:
- Own and manage ongoing customer relationships post-onboarding via phone, video, text, and email using our own tech stack
- Complete all daily CRM tasks (to-dos, emails, texts, calls, etc.)
- Conduct regular account performance and campaign reviews
- Analyze metrics (deliverability, response rates, conversion signals, etc)
- Establish clear expectations for SMS performance, compliance, and best practices
- Reinforce Smarter Contact’s value proposition, positioning, and differentiators
- Advise customers on campaign optimization, list strategy, volume, and cadence
- Act as a trusted partner focused on ROI and lead outcomes
- Identify expansion opportunities aligned with customer growth (users, volume, add-ons)
- Proactively identify confusion, friction, or churn risk - escalate and resolve
- Drive expansion through cross-sell and upsell opportunities tied directly to customer value
- Partner closely with Sales, Marketing, and Customer Experience on customer insights
- Work a minimum of 40 hours/week between 10 AM - 7 pm Eastern Standard Time or later, Monday to Friday
🧠 What We’re Looking For:
- 4+ years in a quota-carrying Customer Success, Account Management or growth-focused positions in a SaaS company
- Proficient or native level English (full business fluency), both written and verbal
- Confident, direct communicator with a partnership mindset
- Highly analytical; comfortable interpreting data and trends
- Detail-oriented, process-driven, and highly organized
- Engaging, personable, and energetic in customer interactions
- Sales-trained and able to identify business expansion opportunities
- Proven track record of meeting and/or exceeding a business expansion quota
✨ Bonus Points:
- Experience working at a telecom SaaS
- Strong real estate investor (REI) industry knowledge
- Deep understanding of SMS performance, compliance, and deliverability
⚡️ Why Smarter Contact?
- USD base + variable compensation
- 15 days PTO + 5 sick days + 10 floating holidays
- High autonomy, fast execution, real impact
- Professional development benefit
- Wellness benefit
- Employment anniversary and birthday gift
- Quarterly health allowance
- Remote-first team with a strong performance culture
- This opportunity is offered as a full-time independent contractor role
🚫 Please Don’t Apply If:
- You prefer a low-pressure, low-output environment
- You’re not fluent in English or are uncomfortable communicating directly with cross-functional teams
- You don’t meet the minimum customer success experience
- No experience working for a SaaS company
🚀 Ready to grow with us?
We’re looking for a proven Customer Success Specialist ready to build the next chapter of their career — and stay for the long haul. If that’s you, we’d love to hear from you.
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