Customer Experience & Value Manager

United StatesRemoteFull-timemid

Customer SuccessCustomer Experience

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Quick Summary

Requirements Summary

Proven experience in Customer Success, Technical Account Management, Solutions Consulting, or a similar customer-facing role within the SaaS industry. Strong technical aptitude,

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Customer SuccessCustomer Experience

As a Customer Experience & Value Manager, you will play a key role in driving customer satisfaction, product adoption, and long-term retention within a fast-growing SaaS environment. You will help customers unlock the full potential of an innovative AI-powered platform by optimizing their workflows and delivering measurable business outcomes. Combining technical expertise, analytical thinking, and a consultative approach, you will identify challenges and turn them into actionable solutions. Working closely with Product, Engineering, Support, and Customer Success teams, you will ensure an exceptional customer experience. You will also help customers leverage AI, automation, and integrations to improve operational efficiency. This is an exciting opportunity to contribute to the evolution of AI-driven solutions in the real estate technology industry.

Drive Customer Value and Retention: Support customers in maximizing their platform investment by increasing product adoption, improving utilization, and strengthening long-term relationships.
Measure Customer Success: Analyze platform usage, engagement metrics, and performance data to demonstrate return on investment (ROI), identify improvement opportunities, and communicate measurable business value.
Provide Technical Support and Solutions: Investigate customer challenges, troubleshoot platform issues, identify root causes, and coordinate with technical teams to ensure timely resolution.
Optimize AI-Powered Workflows: Guide customers in using AI capabilities, automation tools, integrations, and platform configurations to streamline processes and improve business performance.
Deliver Strategic Guidance: Understand customer operations, identify workflow inefficiencies, and recommend practical solutions that support productivity and business growth.
Monitor Customer Health: Track adoption, engagement, and performance indicators to identify potential risks, proactively address concerns, and reduce customer churn.
Collaborate Across Teams: Partner with Product, Engineering, Support, and internal stakeholders to communicate customer feedback, resolve challenges, and continuously improve the overall customer experience.

Requirements

~2 min read

Proven experience in Customer Success, Technical Account Management, Solutions Consulting, or a similar customer-facing role within the SaaS industry.
Strong technical aptitude, with hands-on experience using SaaS platforms, CRM systems, software integrations, and automation technologies.
Excellent analytical and troubleshooting skills, including the ability to investigate technical problems, identify root causes, and recommend effective solutions.
Familiarity with AI-powered technologies and their practical applications in business processes and workflow optimization.
Ability to interpret customer data, product analytics, and performance metrics to develop actionable recommendations and demonstrate business value.
Strong consultative and relationship-building skills, with the ability to understand customer needs and influence positive business outcomes.
Excellent written and verbal communication skills, including the ability to explain complex technical concepts to non-technical audiences.
Strong organizational and time-management skills, with the ability to take ownership, manage competing priorities, and work effectively in a collaborative, fast-paced environment.

Preferred Qualifications:

Experience supporting AI-powered SaaS products, particularly in real estate technology or marketing automation.
Knowledge of real estate industry operations, sales processes, and CRM best practices.
Experience troubleshooting software integrations, data synchronization, and automated workflows.
Familiarity with tools such as Zapier, API Nation, and custom email domain configurations.
Demonstrated success in improving customer retention, increasing product adoption, and delivering measurable business results.