Customer Success Manager (BRIVITY) at PLACE

<p><strong>Your Opportunity</strong></p> <p>At&nbsp;<span class="highlight">PLACE</span>, we're building a category-defining company at the intersection of real estate, technology, business services, and the consumer. As a profitable, hypergrowth startup on the path to an IPO, our standards are high, our team is scrappy, and our commitment is to execute the best work of our lives.</p> <p>This is&nbsp;<span class="highlight">YOUR CHANCE</span>&nbsp;to be the reason our customers win. As our Customer Success Manager for Brivity, you'll partner with the Success Team Lead to own a portfolio of accounts, drive measurable outcomes, and deliver a customer experience that sets the standard for what great looks like. If you lead with empathy, thrive on accountability, and believe that customer success is a growth strategy, this is your&nbsp;<span class="highlight">PLACE</span>.</p> <p><strong>Who Develops You: </strong>Success Team Lead</p> <p><strong>What You're Great At</strong></p> <p>You are a relationship builder who holds yourself accountable to outcomes, not just activity. You communicate with clarity and warmth, and you know how to navigate a difficult conversation without losing the customer. You're organized enough to manage a large book of accounts without dropping the ball, and sharp enough to spot patterns in feedback before they become bigger problems. You thrive in fast-moving environments, stay calm under pressure, and you're always looking for a better way to do things. You don't wait to be told what needs fixing. You own it.</p> <p><strong>What You'll Do</strong></p> <ul> <li>Own a portfolio of large accounts as the primary point of contact, driving ongoing engagement, retention, and customer satisfaction.</li> <li>Consistently meet and exceed KPIs related to customer engagement, retention, and satisfaction scores.</li> <li>Proactively identify and reach out to unresponsive or at-risk accounts to drive re-engagement and reduce churn before it happens.</li> <li>Conduct regular scorecard reviews and use the results to guide strategic, personalized outreach.</li> <li>Manage and resolve training tickets in the success queue from intake through close, independently owning every step of the process.</li> <li>Lead and co-pilot office hours sessions, providing live product support and guidance that customers actually look forward to attending.</li> <li>Develop deep expertise across all Brivity tools including CRM, CMA, Marketer, Website, Go App, and Kwkly.</li> <li>Maintain accurate, up-to-date customer records in HubSpot with consistency and care.</li> <li>Surface patterns and process improvement opportunities to your supervisor and director to continuously elevate the customer experience.</li> <li>Create and maintain clear process and training documentation that makes the whole team better.</li> <li>Handle customer complaints with professionalism and composure, following established communication guidelines while always advocating for the best outcome.</li> </ul> <p><strong>What You Bring</strong></p> <ul> <li>Well-developed verbal and written communication skills, professional, clear, and adaptable to any audience.</li> <li>Proven ability to manage a large book of accounts simultaneously without losing attention to detail.</li> <li>Strong organizational and prioritization skills with the ability to triage by urgency and impact in real time.</li> <li>A sharp eye for patterns across customer feedback and support data.</li> <li>A coachable, resilient mindset and comfort working through ambiguity without losing momentum.</li> <li>Experience in a customer-facing role, ideally in SaaS or tech. Real estate industry knowledge is a bonus.</li> </ul> <p><strong>Why PLACE</strong></p> <p>We believe people do their best work when they're trusted, supported, and surrounded by others who are equally driven. That's why this role includes a "work from the PLACE you work best" approach, at home, in an office, or on the move. Our competitive benefits include PTO as needed, comprehensive insurance coverage, a 401(k) match, stock option grants, and a stock purchase plan. Every team member is an owner, building the&nbsp;<span class="highlight">PLACE</span>&nbsp;they are proud to call "my company."</p> <p><strong>Salary:</strong> $24-26 per hour</p> <p><strong>Location:</strong>&nbsp;This is an office role in Bellingham, WA.</p>