Customer Experience & Value Manager

Accountabilities:: Drive Customer Value and Retention: Support customers in maximizing their platform investment by increasing product adoption, improving utilization, and strengthening long-term relationships. Measure Customer Success: Analyze platform usage, engagement metrics, and performance data to demonstrate return on investment (ROI), identify improvement opportunities, and communicate measurable business value. Provide Technical Support and Solutions: Investigate customer challenges, troubleshoot platform issues, identify root causes, and coordinate with technical teams to ensure timely resolution. Optimize AI-Powered Workflows: Guide customers in using AI capabilities, automation tools, integrations, and platform configurations to streamline processes and improve business performance. Deliver Strategic Guidance: Understand customer operations, identify workflow inefficiencies, and recommend practical solutions that support productivity and business growth. Monitor Customer Health: Track adoption, engagement, and performance indicators to identify potential risks, proactively address concerns, and reduce customer churn. Collaborate Across Teams: Partner with Product, Engineering, Support, and internal stakeholders to communicate customer feedback, resolve challenges, and continuously improve the overall customer experience. Requirements: Proven experience in Customer Success, Technical Account Management, Solutions Consulting, or a similar customer-facing role within the SaaS industry. Strong technical aptitude, with hands-on experience using SaaS platforms, CRM systems, software integrations, and automation technologies. Excellent analytical and troubleshooting skills, including the ability to investigate technical problems, identify root causes, and recommend effective solutions. Familiarity with AI-powered technologies and their practical applications in business processes and workflow optimization. Ability to interpret customer data, product analytics, and performance metrics to develop actionable recommendations and demonstrate business value. Strong consultative and relationship-building skills, with the ability to understand customer needs and influence positive business outcomes. Excellent written and verbal communication skills, including the ability to explain complex technical concepts to non-technical audiences. Strong organizational and time-management skills, with the ability to take ownership, manage competing priorities, and work effectively in a collaborative, fast-paced environment. Preferred Qualifications: Experience supporting AI-powered SaaS products, particularly in real estate technology or marketing automation. Knowledge of real estate industry operations, sales processes, and CRM best practices. Experience troubleshooting software integrations, data synchronization, and automated workflows. Familiarity with tools such as Zapier, API Nation, and custom email domain configurations. Demonstrated success in improving customer retention, increasing product adoption, and delivering measurable business results. Benefits: Competitive compensation and benefits package. Fully remote work environment with flexible working hours. Professional development opportunities and potential for career advancement. Comprehensive health, dental, and vision insurance. Generous paid time off and paid holidays. Equity options, offering the opportunity to share in the company's growth and success. Collaborative and supportive team culture that encourages innovation and teamwork. Opportunity to work on cutting-edge AI-powered products and advanced technologies.