Customer Success & Account Manager -65829586976

Role: Customer Success & Account Manager (Part-Time)
Priority Location: South Africa preferred (open to other locations for the right candidate)
Working Hours: Part-time, 20 hours per week (Mon – Fri), US PT. Exact schedule to be confirmed. Likely to grow to full-time from January to March during peak season..
Type of Contract: Independent Contractor (Talent on Demand through Somewhere)
Type of Job: Remote
Start Date: ASAP. The hire must be fully onboarded by early November 2027.

Our client is a fast-growing, tech-enabled firm based in Los Angeles. It produces property studies that help real estate owners claim tax deductions.

The company does site visits (in person and virtual), and its reports are generated with custom software and automation the founder built himself. Customers range from individual property owners, including short-term rental owners, to investors with whole portfolios. The average order is about $1,200–$1,300.

The business was started by one founder and recently passed six figures in monthly revenue. The founder still handles all customer calls and emails himself, and he’s now hit the limit of what one person can do. He’s looking for a polished, reliable Customer Success & Account Manager to take over customer communication, so he can focus on engineering and growth.
Most new customers find the company through its website and search. They send in enquiries and get estimates, which come with a payment link. You’ll own both sides of the customer journey: pre-sales enquiries and post-sale customer success, across phone and email.
You don’t need tax experience. The process is structured and trainable, and the founder will train the right person himself. However, customers spend thousands of dollars, so you need to sound confident, articulate and knowledgeable on the phone. Reliability is essential: our client needs someone who shows up every day, communicates proactively, and can fully handle phones and email while the founder is travelling.

The business is seasonal. September to April is the busiest period, and January to March is the peak. The role starts part-time and is expected to grow as volume increases.

Pre-Sales & Enquiry Handling

• →Manage the pre-sales inbox and reply to all new customer enquiries promptly.
• →Answer inbound phone calls from prospective customers in a professional, confident manner.
• →Collect property details from customers, such as address and property information.
• →Use the company’s operations portal to create estimates and send them with Stripe payment links.
• →Explain the service, process and next steps clearly to prospective customers.
• →Follow up with prospects to help turn enquiries into paid orders.

Customer Success & Account Management

• →Manage the post-sale customer success inbox and respond to existing customers.
• →Keep customers updated on order status, timelines and next steps.
• →Answer customer questions about their study, report and process.
• →Coordinate with the founder on scheduling site visits where needed.
• →Build strong relationships with repeat and portfolio clients.
• →Send complex or judgment-based questions to the founder, with clear context.

Phone & Email Coverage

• →Be the main point of contact for customer calls and emails during working hours.
• →Fully cover phones and email while the founder travels, including a 12-day trip in mid-November.
• →Keep response times quick and consistent, especially in peak season.
• →Make sure every customer feels they’re dealing with a knowledgeable, trustworthy expert.

Operations & Process Support

• →Learn the company’s services, terminology and processes well enough to speak credibly on calls.
• →Use the internal operations portal and related tools accurately.
• →Keep customer records and communications organized and up to date.
• →Point out recurring customer questions or issues and suggest improvements to the process.
• →Help document FAQs and customer service processes as the business grows.

• 3+ years of experience in customer success, account management, client services or inside sales.
• Excellent spoken and written English, with a clear, articulate and professional phone manner.
• Confident speaking with high-value US clients and handling questions with authority.
• Experience working for or supporting a US-based company.
• Highly reliable, with excellent attendance and proactive communication.
• Strong attention to detail and good organization.
• Able to learn new processes, tools and industry knowledge quickly.
• Comfortable managing multiple inboxes and juggling calls and emails.
• Able to work independently with little supervision.
• Available to work US Pacific Time hours, with flexibility to move to full-time from January to March.
• Experience in real estate, accounting, tax, financial services or professional services is a plus.
• Experience with CRM tools, ticketing systems or Stripe is a plus.
• Experience at a fast-growing startup or with a founder-led business is a plus.