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 stackComplete all daily CRM tasks (to-dos, emails, texts, calls, etc.)Conduct regular account performance and campaign reviewsAnalyze metrics (deliverability, response rates, conversion signals, etc)Establish clear expectations for SMS performance, compliance, and best practicesReinforce Smarter Contact's value proposition, positioning, and differentiatorsAdvise customers on campaign optimization, list strategy, volume, and cadenceAct as a trusted partner focused on ROI and lead outcomesIdentify expansion opportunities aligned with customer growth (users, volume, add-ons)Proactively identify confusion, friction, or churn risk - escalate and resolveDrive expansion through cross-sell and upsell opportunities tied directly to customer valuePartner closely with Sales, Marketing, and Customer Experience on customer insightsWork a minimum of 40 hours/week between 10 AM - 7 pm Eastern Standard Time or later, Monday to Friday