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Manager, Customer Success



Customer Service, Sales & Business Development
New York, NY, USA
Posted on Friday, April 12, 2024

Who We Are

Perchwell is the premier workflow software and data platform for real estate professionals and consumers. Based on the industry’s foundational data, Perchwell builds a modern software suite to empower real estate professionals to do their best work, provide differentiated service to their clients, and grow their businesses.

Backed by Founders Fund, Lux Capital, and some of the country’s leading Multiple Listing Services (MLSs), Perchwell builds next generation workflow software/data products for the multi-trillion dollar residential real estate industry. Perchwell is the first new entrant to come to market in decades and is currently scaling its best-in-class platform.

The Position:

Perchwell is looking for a talented and experienced Manager, Customer Success to lead a team and manage their own client relationships. As an expert on Perchwell’s product, you’ll advise our customers on best practices and provide the highest level of service and guidance to make them successful and ensure customer satisfaction. You are a self-starter, resourceful, detail-oriented, highly organized, and you have a strong desire to build in a rapidly scaling SaaS company.

This role will be based out of Perchwell’s NYC Office in Soho, Manhattan 5 days/week.

In This Role, You'll Get To:

  • Be a Customer Success Leader: You'll oversee the entire customer lifecycle for your assigned accounts, ensuring their ongoing satisfaction and retention. You'll also have the opportunity to develop and mentor a team of 2 Customer Success Managers (CSMs) and 2 Customer Support Specialists, fostering a collaborative and high-performing environment

  • Champion the Perchwell Platform: As a product expert, you'll be a trusted advisor to your clients, providing best-practice recommendations and ensuring they're using Perchwell to its full potential. You'll also work closely with internal teams like Product, Operations, and Engineering to translate customer feedback into actionable insights that enhance the platform

  • Communicate Effectively: Exceptional communication is key! You'll be responsible for maintaining clear and consistent communication with your clients throughout the entire process, from identifying and documenting technical issues to collaborating on solutions and ensuring timely resolution. In addition, you'll leverage your strong presentation skills to deliver engaging reports and presentations. You'll also conduct in-person meetings and training sessions with NYC brokerages, further solidifying our presence in the real estate industry

  • Be a Part of Something Bigger: You'll have the opportunity to collaborate across departments using tools like Hubspot and Jira, fostering a truly cohesive and customer-centric approach within Perchwell. Additionally, you'll partner with your CSM team to prepare onboarding materials for users and beta testers of new MLS integrations

We're Looking For Someone Who:

  • Has 4+ years of experience in Customer Success Management (CSM), Operations or Account Management, ideally within complex B2B SaaS environments

  • 2+ years as a people manager with a passion for building high-performing teams through coaching and collaboration

  • Understands the unique challenges and goals of real estate professionals, including brokers, agents, and MLS admins. You can build rapport and speak their language, ensuring they feel heard and valued

  • Has a passion for driving client success. You have proven experience thinking creatively in how to create value for customers and proactively deepen relationships

  • Has an intrinsic curiosity and love of learning, as our startup culture embraces change and our complex software requires continuous exploration

  • Is a strong communicator, both written and verbal, with excellent presentation skills

  • Thrives in a fast-paced, deadline-driven environment and embraces a "can-do" attitude

  • Is flexible, coachable, and willing to adapt to changing priorities


To provide greater transparency to candidates, we share base salary ranges for all US-based job postings regardless of state. Our ranges are based on function and level benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including skills, job-related knowledge and depth of work experience.

The compensation for this position is $95,000- $130,000 base salary + equity + benefits.

Note: At this time, we are only considering candidates who are authorized to work in the U.S.