Customer Success Manager
Roca Alliances
- Location
- Remote (ZONA 8, Guatemala)
- Employment
- Full-time
- Level
- Mid Level
Posted 1 week ago
About the role
Roca Alliances is recruiting for a fully remote AI startup building an AI marketing assistant for real estate agents in the US. The Customer Success Manager will own the post-sale journey, including onboarding, support, and retention, working directly with founders to help customers succeed.
Skills
Customer Success
Customer Support
SaaS
Onboarding
Relationship Building
Technical Support
Process Documentation
Churn Prevention
Data Analysis
Intercom
Communication
Empathy
Organization
Problem Solving
Reporting
Perks
- Remote Work
Full job details
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