Manager of Customer Success, Activation

The first 90 days decide whether a new customer sticks with RealWork. Our Activation team owns that window: onboarding new accounts, getting them set up and using the product, and handling inbound calls and emails along the way.

• Manage daily operations, including workload, scheduling and call coverage, and run one-on-ones and team meetings.
• Hire, onboard and train Activation Specialists, and maintain training materials and process documentation.
• Review live and recorded Zoom meetings, calls and emails, audit account work against our process standards, and give specialists specific feedback.
• Act as the escalation point for complex customer issues, and cover calls for specialists who are out.

• Track team and individual KPIs, including activation rate, early churn, product adoption and call activity.
• Report on trends, root causes and actions to Customer Success leadership.
• Use data to find at-risk accounts early and make sure the team acts on them.

• Find friction in onboarding, test fixes and measure whether they worked.
• Build AI-assisted workflows and automations for repetitive work such as call notes, follow-up emails, account research and reporting, and coach the team to use these tools well. Prior experience building automations isn't required, but getting better with these tools is a core expectation of the role.

• Give Sales structured feedback on handoff quality and patterns in accounts that struggle to activate.
• Bring product feedback, bugs and feature requests from new customers to Product and Engineering.
• Work with Implementation, Support & Retention so customers move smoothly from onboarding into their long-term relationship with RealWork.

• At least 1 year of experience managing people as a manager, supervisor or team lead.
• 5+ years in customer-facing roles such as onboarding, implementation, customer success or support, ideally at a SaaS company.
• Excellent communication skills, especially phone presence, and the ability to coach others to it.
• Technical aptitude: you learn software quickly, troubleshoot setup and integration issues, and explain technical topics in plain language.
• Comfort using data, reports and dashboards to make decisions.
• Experience with a CRM such as Salesforce, and curiosity about new tools, including AI.

• Experience with software for small businesses or home service companies.
• Experience with call recording tools such as Gong, or knowledge bases such as Confluence.
• Hands-on experience building automations or AI workflows (for example, with Claude, ChatGPT or Zapier).