Client Success Manager

Real Estate Software Client

Jayce Grayye Consulting is seeking a Client Success Manager for one of our clients! They are helping real estate agents to automate and simplify their CRM and marketing systems by using their plug-and-play ready-to-use templates and processes. It is based on the backend of Go High-Level software systems. They work from anywhere in the world. They do not track hours. They believe that you should be paid based on your value. Not your time. They have an amazing entrepreneurial work environment. 

They have worked with over 200 clients in less than 2 years as a new start-up with their digital agency division that grew to over 25 full-time team members. The founders created this new software company and is great for someone that wants to be one of the initial team members and grow within. They take pride in their amazing customer service and team culture.

SaaS customer success managers take ownership of a portfolio of clients and are responsible for their success and retention. CSMs interface with customers to define goal outcomes, create success plans, and coach and train users on the software. Your goal will be to reduce customer churn and improve customer retention and the quality of touchpoints that the customer experiences throughout their journey with us.

Structure & Compensation

• Full-Time & Fully Remote Opportunity
• Base Salary Between $3000-$5000 CAD Per Month. With The Opportunity To Grow To $6000+ Per Month. (Based on experience, skills, growth, and value contributed to the company over time) + Benefits and Bonus Structures Are Also Provided.
• Flexible full-time hours based on your time zone, but be prepared to be available during business hours ie 9 am to 6 pm
• Pay is created based on a growth structure. Meaning that as you grow with the company, your income can continue to grow every other month over time. 
• Bonuses can also be provided based on key performance indicators achieved
• Independent Contractor-Based Position - However seeking a long-term team member
• Flexible full-time working hours & additional benefits (see below)
• Comfortable working in a startup environment

Customer Service KPIs

• Portfolio growth
• Account retention rate
• Churn rate
• Referrals
• Increase in product adoption
• Decrease in the number of support tickets
• Maintain a high account health percentage

Responsibilities

• Coaching and strategy support to clients.
• Working with real estate agents to help them solve their problems using the software system the client is building.
• Management of refunds, disputes, chargebacks, credit information issues, and lack of payment. (Stripe and GHL backend management)
• Ensure all live chat support tickets are being completed by the team with quality, time, and strategy. Stepping in to support clients when required.
• Taking part in client support Zoom calls with the team to ensure customer satisfaction and feedback for improvements.
• Scheduling check-in meetings with various clients to understand their user experience and feedback
• Providing 1-1 high-level coaching support for clients.
• Running weekly group coaching sessions.
• Creating webinars and training materials. 
• Creating standard operating procedures and processes with the COO. 
• Providing insights to the customers enables them to provide upsells. Understanding the primary pain points of the agent and seeing if any other offers may support them further.
• Checking the back-end systems of the software to ensure all areas of the system are working. If anything breaks or needs improvements, you are taking proactive action to reach out to the development team.
• Working on research and ideas consistently for finding ways to improve the user experience and end results.

Qualifications To Apply

• Love for Technology and Software
• Experience within the real estate industry is a plus but not required
• Experience of using Go High Level is a plus but not required 
• Experience in software (from a marketing perspective - no coding
• Understanding of marketing automation (like zaps, workflows, nurture sequence),
• Experience in some area of real estate. This is a bonus. But it still plays a huge role in their success. They would be talking to real estate agents everyday. They have to have understanding of the business.
• Must be willing to commit full time for the company only. 
• Experience in software. (from a marketing perspective) - not coding..
• Understanding of marketing automation (like zaps, workflows, nurture sequence)
• Experience in some area of real estate. This is a bonus. 
• No Outside jobs. No other outside clients. 
• You must have very good communication skills, written and verbal.
• Management experience working with teams and various projects
• Be open for emergency support during weekends and holidays.

BENEFITS + BONUSES STRUCTURE: 

📚Educational Benefits (Personal Mindset and Skills Growth) 

• Any free coaching sessions you need with the founders and other members/coaches.
• Free Access to any courses they have previously invested in and will invest in the future as a team. 
• The company will invest in any specific course/coaching program that you request.
• Up to $xxx Credit per year for any educational investments. (Courses, workshops, seminars, events, etc.)

🏋️‍♀️Wellness Benefits (Spiritual, Mind, Body, and Soul Growth) 

• $xx credit every month towards any wellness activities such as a yoga session or a massage, or a gym drop-in. 
• $xxx Credit Per Year For Any Home Office Equipment (New Chair, New Software, New Mouse, etc.)
• $xxx Credit Per Year for any medical expenses (Medicines, equipment, etc.)
• $xxx Credit Per Year For Any Vacation Trips Paid For (Plane Ticket, Hotel Stay, Travel, etc.)
• Healthy Snacks Program 
• 1 Week of Paid Vacation

📈Performance Benefits (Professional and Financial Growth)

• $... Extra Bonus if you achieve specific metrics and KPIs that you/your team set up for the project.
• And many more!!!

Perks Of Joining Our Client’s Team - MORE Benefits

• NO HOUR TRACKING - which provides you with the benefits of having time freedom, flexibility with how many hours you work in a day, and when you may take a break/time off for lunch, travel, family time, etc. They are not going to track your hours. If you work 1 hour more or less in a day, it does not affect your pay. They provide time freedom, schedule, and work flexibility.
• Paid Holidays - They are not going to cut your pay during time off on national holidays such as Christmas and New Year etc.
• ​Time Off Requests - If you require some time off due to sickness, travel, or plans, please provide 2-3 days of notice to your team and to your client. The company will not deduct payments for 1-2 days of time off.
• Flexible Check-ins & Check-outs - You must check in to work between 7-9 am MST and check out by 5-7 pm MST. (Again, flexible check-in and check-out times based on your time zone!)
• Performance Bonuses - discussed with the client directly

What You Can Expect From Our Client’s Team:

• An open, honest, and transparent leadership team
• No micromanagement - you are your own leader - freedom and flexibility
• A supportive environment to help you get the most from your role
• The opportunity to be a part of the company’s growth and learn first-hand what it takes to grow a startup by working closely with the founders - you will work 1-on-1 with the founders
• You’ll learn from founders who have several years of sales, marketing, and business experience - they will personally coach and mentor you. 

Job Type:

Software, Client Success, Account Management, Social Media, Software Clients, and Real Estate. Contract-Based Position. Accepting Canadian-Based Applicants. 

If you prefer to submit your LinkedIn profile instead; please submit a Word file with a link to your profile

Please review all the requirements before applying. Thank you!