Customer Success Manager

Description

Role Overview

The Customer Success Manager / CSM Agent is responsible for helping customers succeed, stay engaged, and grow their business with Lofty. This role focuses on building customer relationships, driving product adoption, supporting renewals, and identifying upsell or cross-sell opportunities that contribute to Expansion ARR growth.

The role is ideal for someone who is customer-focused, sales-minded, and comfortable managing conversations that lead to retention, account growth, and long-term customer value.

Key Responsibilities

• Manage assigned customers or pooled customer accounts after onboarding.
• Build strong customer relationships through regular check-ins, calls, emails, and business reviews.
• Understand customer needs, product usage, and business goals.
• Drive product adoption and help customers maximize the value of Lofty’s tools and services.
• Identify upsell, cross-sell, seat expansion, and package upgrade opportunities.
• Support renewal conversations and help reduce churn risks.
• Escalate customer concerns that may affect retention, satisfaction, or account growth.
• Maintain accurate account notes, customer updates, and opportunity tracking in CRM or related tools.
• Work closely with Sales, Support, Onboarding, Product, and RevOps teams to ensure a smooth customer experience.
• Use available tools, data, and AI-enabled workflows to manage customer engagement efficiently.

Requirements

• At least 2-4 years of experience in Customer Success, Account Management, Sales, SaaS Support, or Client Success.
• Experience supporting B2B customers, preferably in SaaS, CRM, real estate tech, or similar industries.
• Comfortable with sales conversations, upselling, cross-selling, and value-based customer discussions.
• Strong English communication skills, both written and verbal.
• Able to work night shift and support North American customers.
• Strong follow-through, documentation, and customer relationship management skills.
• Familiarity with tools such as HubSpot, Salesforce, Zendesk, Gainsight, Intercom, or similar platforms is an advantage.