MidFull TimeEN
Hello at 8020REI! We're excited to welcome a Customer Success Manager to our innovative team in LATAM.
🚀 What is 8020REI? 🤔
8020REI is a pioneering B2B data and SaaS platform that empowers professional real estate investors to generate consistent leads from Cold Call, SMS, and Direct Mail without spending more. We leverage AI, machine learning, and advanced analytics, to identify homeowners likely to sell at a discount plus a proven strategy to maximize our client's ROI. As part of our network, we also operate alongside three sister companies: DMForce, 8020Recruit, and 8020CRM, each contributing specialized services to the real estate sector.
Core Values at 8020REI:
Lead with Innovation: We constantly seek innovative solutions to improve our services and operations.
We’ve Got Your Back: Our dedication to surpassing expectations ensures we deliver outstanding support and forge lasting partnerships.
Our Word is Our Bond: We maintain a foundation of integrity, fulfilling promises and upholding transparency.
We are Limitless: Our culture encourages continuous personal and professional growth, empowering each team member to excel.
Bring Your A-Game: We believe in prioritizing wellness and family, enabling our team to perform at their best for our clients and each other.
As a Customer Success Manager (CSM), you will serve as a strategic partner to a portfolio of high-value clients, leveraging strategic thinking to architect success roadmaps that drive measurable business outcomes and revenue expansion. This role demands exceptional relationship management to build a trusted advisor status, while using persuasive communication to influence stakeholders and position our solutions as mission-critical enablers. You'll analyze client objectives, competitive landscapes, and usage patterns to identify proactive growth opportunities, quantify ROI, and orchestrate cross-functional resources to deliver transformative outcomes that maximize long-term retention.
You will not just manage accounts; you will be responsible for delivering clear, strategic, and tactical recommendations to sophisticated clients, often with decades of industry experience. Your success will be measured by your ability to increase customer value, improve retention rates, and enhance the Net Promoter Score (NPS) across your portfolio. You will also oversee a dedicated mini-team of analysts to ensure swift and effective resolution of all client requests and tickets.
Strategic Client Management & Growth: Proactively manage and nurture a portfolio of high-value clients, consistently delivering strategic and tactical recommendations that drive their business growth and strengthen their competitive advantage.
Persuasive Client Engagement: Schedule and lead strategic business reviews (SBRs) and monthly performance or REI calls, proactively identifying issues before they escalate. You must be able to confidently present key insights, address client concerns with data-driven solutions, handle objections with persuasive communication, and guide clients to adopt industry-leading marketing and data best practices that accelerate their business outcomes.
Retention & Advocacy: Develop and execute customer retention strategies, implementing initiatives that demonstrably enhance the overall customer experience and promote the adoption of new features and services.
Team Leadership & Service Operations: Schedule and lead strategic business reviews (SBRs) and monthly performance or REI calls, proactively identifying issues. Present key insights confidently, handle objections with persuasive communication, and guide clients to adopt industry-leading best practices. Lead a mini-team of analysts to resolve client requests efficiently while collaborating with product teams to drive platform improvements.
Performance Monitoring & Reporting: Lead SBRs and monthly performance or REI calls, proactively identifying issues and preventing low engagement. Present insights confidently, handle objections, and guide clients to adopt best practices. Manage an analyst team while collaborating with the product on improvements. Monitor key metrics (retention, churn, NPS) and report red flags to senior management.
Industry Expertise: Maintain updated expertise in Real Estate industry trends and best practices in customer success, account management, and data-driven marketing
Proven CSM Experience: Minimum of 4 years of direct experience as a Customer Success Manager or Key Account Manager, specifically managing a portfolio of high-value/enterprise-level clients.
Retention-Focused KPI: Demonstrated ability to improve customer retention rates and NPS, with retention as a core KPI in previous roles.
Persuasive Communication: Exceptional interpersonal, written, and verbal communication skills. Must possess a high degree of persuasiveness, confidence, and presence when engaging with senior-level clients to handle objections and drive decision-making effectively.
Strategic & Tactical Acumen: The intellectual capacity and business acumen to provide both high-level strategic and actionable tactical recommendations that align with client business objectives
Execution and Adaptability: A proactive mindset, creative problem-solving skills, and the ability to thrive in a demanding, fast-paced environment by managing a team, multitasking effectively, and demonstrating thorough attention to critical details.
Bilingual: Proficiency in Spanish and English is highly valued.
Why Join Us?
At 8020REI, you’ll play a key role in shaping the future of CSM for the real estate investment industry. As a Customer Success Manager, you’ll have the opportunity to work with cutting-edge technologies and collaborate with a dynamic team passionate about innovation and results.
📝 What We Offer:
Competitive Base Compensation
Profit Share Bonus
Flex PTO (up to 26 days per year)
Home Office Upgrade Bonus
HMO Bonus
Full-time Remote Work
Opportunity for growth and team-building potential
Ongoing support and budget to develop new skills
Join us at 8020REI and contribute directly to revolutionizing the real estate investment landscape!
