{"id":2212154,"url":"https://alion.io/job/ispeedtolead-customer-success-manager","title":"Customer Success Manager","company":{"id":3906110,"name":"iSpeedtoLead","domain":"ispeedtolead.com","url":"https://alion.io/company/ispeedtolead","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","IN","DE","GB","BG","CA","EG","HU","ID","KZ","NL","PK","PH","PL","RO","RS","ES","UA","AM","AZ","GE","MD","PT"],"hiring_countries_total":23,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":26000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1966},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amplitude","optional":false},{"name":"Google BigQuery","optional":false},{"name":"Looker","optional":false},{"name":"Metabase","optional":false},{"name":"SQL","optional":false},{"name":"HubSpot","optional":true},{"name":"Intercom","optional":true}],"status":"live","first_seen_at":"2026-09-01T18:51:44Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-21T06:25:32Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"About iSpeedToLead\niSpeedToLead is a two-sided real estate lead marketplace operating across the United States. Sellers of motivated-seller leads list on one side, and real estate investors buy on the other. We are a bootstrapped, profitable product company with an engineering and analytics team that ships fast and makes decisions from data rather than opinion.\nAbout the role\nThis is the first dedicated Customer Success hire at iSpeedToLead. Today, buyers are supported reactively: tickets get answered, credits get issued, and nobody owns what happens to an account between its first purchase and its last one.\nYou will own the post-purchase relationship with our buyers. That means onboarding them properly, keeping high-value accounts healthy, and turning churn from something we observe into something we manage. You will build the function itself (playbooks, health scoring, reporting) rather than inherit it.\nOne thing worth stating openly before you apply: the workload is around 50 hours a week for the first 6 to 9 months while the function is being built. We would rather you decline now than discover it in month two.\nKey responsibilities\nOnboarding and activation\nOwn the onboarding of new buyers end to end, from first purchase to first repeat purchase.\n\nRun onboarding calls and follow-ups, making sure every new buyer understands how to filter, buy, and work leads effectively.\n\nDesign and maintain the onboarding sequence (content, timing, channel) and improve it based on what actually converts.\n\nAccount health and retention\nManage a book of high-value accounts with regular check-ins, usage reviews, and proactive outreach.\n\nBuild and maintain a health-scoring model that flags at-risk accounts before they churn, not after.\n\nRun save conversations on at-risk accounts and document what worked, by reason code.\n\nEscalations and problem-solving\nAct as the escalation point for buyer complaints, including lead quality disputes, refund requests, and billing or balance issues.\n\nCoordinate with support, sales, and engineering to resolve issues, and follow through until the customer confirms resolution.\n\nOperate within agreed refund and credit authority limits, and defend those decisions with data.\n\nVoice of the customer\nCollect, categorise, and quantify churn and refund reasons, turning anecdotes into a ranked list.\n\nDeliver a weekly written report to product and leadership on retention performance and the top issues driving cancellations.\n\nAdvocate for the product changes that would remove recurring causes of churn.\n\nProcess and reporting\nBuild the Customer Success playbooks from scratch: onboarding, save, win-back, and escalation.\n\nMaintain accurate account records and interaction history in our systems.\n\nReport on retention metrics weekly, and own the definitions behind them.\n\nCollaboration\nWork daily with sales on the handoff of new buyers, and with support on ticket patterns.\n\nPartner with product and analytics on lifecycle experiments and instrumentation.\n\nRequirements\n2+ years in Customer Success, Account Management, or Retention in a high-volume, low-ACV environment such as a marketplace, self-serve SaaS, or transactional product with hundreds of accounts. (Enterprise CSM experience with a handful of large logos is a different job and will not transfer well here.)\n\nDemonstrated ownership of a retention, churn, or repeat-purchase metric. You can describe what it was, what you changed, and what it became.\n\nComfortable working with data: SQL basics or strong BI fluency (Amplitude, Metabase, Looker, BigQuery, or similar). You pull your own numbers rather than requesting them.\n\nExperience building a process from zero, such as an onboarding flow, a save playbook, or a health-score model. Executing someone else's process is not the same thing.\n\nWritten and spoken English at C1 level, customer-facing, at volume.\n\nConfident on the phone with US small-business customers. Our buyers are real estate investors: direct, busy, and blunt.\n\nPractical use of AI tools in your daily workflow (call summarisation, drafting, triage) with examples you can show.\n\nA minimum of 4 hours of daily overlap with US Eastern Time.\n\nNice to have\nExperience in real estate, proptech, lead generation, or a marketplace with wallet or prepaid-balance mechanics.\n\nFamiliarity with Intercom, HubSpot, or a comparable CRM and support stack.\n\nExperience designing lifecycle email or automation flows.\n\nUkrainian or Russian in addition to English.\n\nWhat we offer\nFull ownership of a metric that shows up directly in the P&L, with no layer between you and leadership.\n\nA greenfield function. You design how Customer Success works here.\n\nReal data infrastructure and an AI-native team, so arguments get settled with numbers and tooling is not a fight.\n\nA clear 12-month growth path to Head of Retention or Head of Customer Success, including automation of the low-touch tier and one to two direct reports.\n\nRemote work with flexible hours inside the required US overlap.\n\nReferral bonus of USD 3,000 after probation for anyone you bring in.","description_format":"text","description_chars":5066,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"India","iso":"IN","kind":"country"},{"name":"Germany","iso":"DE","kind":"country"},{"name":"United Kingdom","iso":"GB","kind":"country"},{"name":"Bulgaria","iso":"BG","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"},{"name":"Egypt","iso":"EG","kind":"country"},{"name":"Hungary","iso":"HU","kind":"country"},{"name":"Indonesia","iso":"ID","kind":"country"},{"name":"Kazakhstan","iso":"KZ","kind":"country"},{"name":"Netherlands","iso":"NL","kind":"country"},{"name":"Pakistan","iso":"PK","kind":"country"},{"name":"Philippines","iso":"PH","kind":"country"},{"name":"Poland","iso":"PL","kind":"country"},{"name":"Romania","iso":"RO","kind":"country"},{"name":"Serbia","iso":"RS","kind":"country"},{"name":"Spain","iso":"ES","kind":"country"},{"name":"Ukraine","iso":"UA","kind":"country"},{"name":"Armenia","iso":"AM","kind":"country"},{"name":"Azerbaijan","iso":"AZ","kind":"country"},{"name":"Georgia","iso":"GE","kind":"country"},{"name":"Moldova","iso":"MD","kind":"country"},{"name":"Portugal","iso":"PT","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Residential Real Estate","Lead Generation"],"lifecycle":[{"event":"open","at":"2026-10-10T03:42:01Z"}],"visa":[],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":1,"p_active":0.47,"p_room":0.36,"age_days":49,"expected_fill_days":30,"reasons":["conf:2","win:tail","crowd:junior"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/ispeedtolead-customer-success-manager","json_url":"https://alion.io/job/ispeedtolead-customer-success-manager.json","meta":{"generated_at":"2026-10-21T11:08:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15715,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3906110},"rest":"https://alion.io/mcp/rest/get_company?id=3906110"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fispeedtolead-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fispeedtolead-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fispeedtolead-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ispeedtolead-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fispeedtolead-customer-success-manager"}]}