Real Estate Success Coach
Summary

The Real Estate Success Coach is responsible for protecting and growing our customer base by leading our client retention efforts. This role serves as both a strategic retention expert and an internal coach, ensuring our Customer Success team consistently delivers exceptional client experiences that reduce churn and increase customer lifetime value.

The Real Estate Success Coach personally manages our highest-risk and highest-value customer relationships while equipping the broader team with the tools, training, and processes needed to improve retention across the organization.

Success in this role is measured by retention rate, protecting and expanding revenue from existing accounts, and assisting the continued development of our Customer Success team.
Key Responsibilities
Customer Retention

• Own the retention strategy for all accounts identified as high risk of cancellation.
• Personally engage with at-risk clients to understand concerns, rebuild trust, and retain long-term partnerships.
• Develop customized retention plans for strategic and high-value customers.
• Monitor customer health metrics and proactively identify accounts showing signs of churn.
• Track and report monthly retention metrics, save rates, and revenue protection.

VIP Account Management

• Build and maintain strong executive-level relationships with VIP and enterprise clients.
• Conduct regular business reviews with key accounts.
• Ensure VIP clients receive proactive communication and white-glove service.
• Act as the executive escalation point for strategic customer issues.

Revenue Growth

• Identify opportunities to increase customer investment through additional products, services, or expanded usage.
• Partner with Sales and Customer Success to execute expansion opportunities.
• Develop account growth strategies that maximize customer lifetime value.
• Drive upsell and cross-sell initiatives while maintaining a consultative, customer-first approach.
• Cultivate customer advocates by proactively generating referrals and collecting testimonials.

Coaching & Team Development

• Serve as the retention coach for the Customer Success team.
• Be a resource for clients to help them maximize their lead buying experience.
• Design and deliver ongoing retention training centered around objection handling, negotiation, and relationship management.
• Review, revise or create best practices, call outlines, and standard operating procedures for handling at-risk accounts.
• Mentor Customer Success Managers on difficult conversations and complex customer situations.

Process Improvement

• Work alongside Senior Manager of CS to analyze churn trends and identify root causes.
• Recommend improvements to processes, and customer experience that reduce cancellations.

Key Performance Indicators (KPIs)

The Real Estate Success Coach will be evaluated on:

• Customer Save Rate (% of at-risk accounts retained)
• Three-Month Revenue Protected
• Net Revenue Retention (NRR)
• Expansion Revenue from Existing Customers
• VIP Account Satisfaction
• Training Effectiveness
• Reduction in Customer Churn

Qualifications

• 5+ years in Customer Success, Account Management, Sales, Client Services, or Retention Leadership.
• Proven success reducing customer churn and growing existing accounts.
• Strong negotiation and conflict resolution skills.
• Experience managing executive-level client relationships.
• Ability to coach and develop high-performing customer-facing teams.
• Strong analytical skills with experience using CRM and customer success platforms.
• Excellent communication, leadership, and presentation skills.
• Real Estate Investing Experience strongly preferred.

What Success Looks Like

The ideal Real Estate Success Coach is both a player and a coach. They are comfortable stepping into critical customer conversations, building lasting relationships with our most valuable clients, and helping the entire Customer Success team become stronger at retaining and growing customer accounts. They would lead by example improving culture where every customer interaction strengthens loyalty, protects recurring revenue, and uncovers opportunities for long-term partnership.