Customer Success Manager

Role Overview

The Customer Success Manager / CSM Agent is responsible for helping customers succeed stay engaged and grow their business with Lofty. This role focuses on building customer relationships driving product adoption supporting renewals and identifying upsell or cross-sell opportunities that contribute to Expansion ARR growth.

The role is ideal for someone who is customer-focused sales-minded and comfortable managing conversations that lead to retention account growth and long-term customer value.

Key Responsibilities

• Manage assigned customers or pooled customer accounts after onboarding.
• Build strong customer relationships through regular check-ins calls emails and business reviews.
• Understand customer needs product usage and business goals.
• Drive product adoption and help customers maximize the value of Loftys tools and services.
• Identify upsell cross-sell seat expansion and package upgrade opportunities.
• Support renewal conversations and help reduce churn risks.
• Escalate customer concerns that may affect retention satisfaction or account growth.
• Maintain accurate account notes customer updates and opportunity tracking in CRM or related tools.
• Work closely with Sales Support Onboarding Product and RevOps teams to ensure a smooth customer experience.
• Use available tools data and AI-enabled workflows to manage customer engagement efficiently.

• At least 24 years of experience in Customer Success Account Management Sales SaaS Support or Client Success.
• Experience supporting B2B customers preferably in SaaS CRM real estate tech or similar industries.
• Comfortable with sales conversations upselling cross-selling and value-based customer discussions.
• Strong English communication skills both written and verbal.
• Able to work night shift and support North American customers.
• Strong follow-through documentation and customer relationship management skills.
• Familiarity with tools such as HubSpot Salesforce Zendesk Gainsight Intercom or similar platforms is an advantage.