The Role
Own the full post-sale customer journey for a SaaS AI marketing assistant, including onboarding, training, support, documentation, customer health tracking, churn prevention, and proactive relationship management. Monitor Intercom requests, resolve issues, escalate product feedback, identify at-risk accounts, and share customer insights to influence the product roadmap.
Summary Generated by Built In
About the client
Our client is a small, fully remote AI startup that has built an AI marketing assistant for real estate agents, teams and brokerages in the United States. Digital marketing is complex for agents, who juggle 10+ channels from listing videos to print flyers; the client's AI agent creates and automates content so they can focus on building their brand and serving their clients. Its assistant is used by teams at major US brokerages as well as dozens of smaller and boutique firms, and the team is spread across three continents.
About the role
As Customer Success Manager, you will be the main partner for customers, from individual agents to large teams and brokerages, making sure they get the most out of their subscription. Real estate agents are busy and always on the move, so you will be critical to keeping them supported, engaged and using the product to grow their business. You will own the full post-sale journey: proactive onboarding and regular check-ins, reactive support, process documentation and churn prevention. If you are genuinely motivated by helping customers succeed and enjoy talking with them every day, this role is for you.
What you'll do
- Build relationships: earn trust through regular check-ins by call, email and in-product chat, and proactive outreach.
- Onboard and educate: lead 1:1 onboarding sessions, guide customers through setup and tailor training to each agent's technical comfort level.
- Day-to-day support: monitor incoming requests in Intercom, resolve questions quickly and escalate to the founders or product team when needed.
- Process and documentation: create and maintain help-center articles, videos and playbooks for customers and internal teams, building support workflows as you go.
- Customer health and retention: track success metrics, flag at-risk accounts and run targeted outreach to reduce churn.
- Cross-functional feedback: share customer pain points, feature requests and usage trends to shape the product roadmap.
Tools
Intercom • Knowledge base / help center • Video tools • Customer health metrics
Requirements
Required
- 2+ years in Customer Success, Customer Support or Operations at a high-growth SaaS startup or similar company.
- Excellent verbal and written communication in English, with the ability to build trust with customers, colleagues and enterprise clients.
- Strong empathy and the ability to adapt your approach to customers with different levels of technical skill.
- A self-starter with strong organization skills, comfortable balancing reactive tickets and proactive outreach without established processes.
- Data-driven: able to track health metrics, build simple reports and use them to prioritize.
Nice to have
- Experience working with real estate professionals or other small-business customers.
Benefits
- 100% remote role
- Work directly with the founders of a fast-growing AI startup
- A fully remote team across three continents
Skills Required
- 2+ years of experience in Customer Success, Customer Support, or Operations at a high-growth SaaS startup or similar company
- Excellent verbal and written communication in English
- Ability to build trust with customers, colleagues, and enterprise clients
- Strong empathy and ability to adapt communication to customers with varying technical skills
- Strong organizational skills and ability to balance reactive tickets with proactive outreach
- Self-starter comfortable working without established processes
- Ability to track customer health metrics, build simple reports, and use data to prioritize
- Experience working with real estate professionals or other small-business customers
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The Company
What We Do
Roca Alliances is a consulting agency dedicated to helping global companies build geographically diverse teams and scale their operations by outsourcing or nearshoring to Latin America. With over 15 years of expertise, the company utilizes a proprietary approach to analyze, assess, and identify ideal locations across the Americas, fostering growth and scalability for clients in various industries including technology, media, and marketing.
