Customer Success Specialist

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.