Customer Success Manager

Customer Success Manager — SocialCoach

SocialCoach is the leading social selling and compliance platform for mortgage and real estate professionals. We help loan officers build their personal brand, stay compliant, and close more business through consistent social media activity. We're growing fast and looking for a CSM who genuinely loves helping clients win.

What You'll Own

Enterprise Onboarding & Rollout
You'll own the onboarding experience for new enterprise clients — from kickoff through full adoption. That means coordinating with internal teams, training branch managers and loan officers, and making sure each rollout lands with real traction, not just a signed contract.

Adoption & Engagement
Your north star is platform usage. You'll track activity data across your accounts, identify where engagement is slipping, and proactively reach back in before it becomes a churn risk. You know the difference between a client who's "live" and a client who's actually succeeding.

Client Advocacy
You're the internal voice of the customer. When clients have needs, friction points, or big ideas, you bring them to the table with enough context to be actionable — not just noise. Product trusts your input because you do the work to understand what's really being asked and why it matters.

Revenue Expansion
As SocialCoach adds new products and features, you'll be the first line for introducing them to your accounts. You're not a closer, but you understand the value clearly enough to open the door and hand it off cleanly. Upsell and expansion revenue is part of how we measure your success.

Social Media Training & Coaching
You'll run training sessions — live and async — helping loan officers understand how to use the platform effectively and why consistent social activity builds their pipeline over time. You don't need to be a social media celebrity, but you need to believe in it.

What We're Looking For

• 3–5 years in a customer success, account management, or implementation role — ideally at a SaaS company
• Experience managing enterprise or multi-site accounts (you've dealt with complex org structures before)
• Comfortable working with data to spot trends and drive decisions
• Strong communicator — you can run an executive QBR and a LO training session in the same week
• Mortgage or real estate industry experience is a genuine advantage, not just a checkbox
• Active on social media and understands why it matters for personal brand — you don't need a big following, but you need the conviction