Customer Success Manager

iSpeedToLead, a US real estate lead marketplace, is hiring its first dedicated Customer Success Manager to own the post-purchase relationship with buyers, from onboarding through retention and escalations. The role is fully remote but requires at least 4 hours of daily overlap with US Eastern Time and roughly 50 hours a week for the first 6–9 months while the function is built from scratch.

• Own onboarding of new buyers from first purchase to first repeat purchase
• Run onboarding calls and maintain the onboarding sequence
• Manage a book of high-value accounts with proactive check-ins
• Build a health-scoring model to flag at-risk accounts
• Run save conversations and document outcomes by reason code
• Act as escalation point for lead quality disputes, refunds, and billing issues
• Categorise churn and refund reasons and report weekly to product and leadership
• Build Customer Success playbooks for onboarding, save, win-back, and escalation

• 2+ years in Customer Success, Account Management, or Retention in a high-volume, low-ACV environment
• Demonstrated ownership of a retention, churn, or repeat-purchase metric
• Data comfort: SQL basics or strong BI fluency
• Experience building a process from zero
• Written and spoken English at C1 level, customer-facing at volume
• Confident on the phone with US small-business customers
• Practical use of AI tools in daily workflow
• Minimum 4 hours daily overlap with US Eastern Time