Manager of Customer Success, Activation

The Role

The first 90 days decide whether a new customer sticks with RealWork. Our Activation team owns that window: onboarding new accounts, getting them set up and using the product, and handling inbound calls and emails along the way.

As Manager, you will lead this team and own its results on activation and early retention. This is a player-coach role: most of your time goes to coaching and developing the team and improving how we onboard customers, and you will step in on customer calls and escalations when needed. This is a full-time role based in our Austin office, five days a week.

What you'll do

Lead and coach the team

• Manage daily operations, including workload, scheduling and call coverage, and run one-on-ones and team meetings.
• Hire, onboard and train Activation Specialists, and maintain training materials and process documentation.
• Review live and recorded Zoom meetings, calls and emails, audit account work against our process standards, and give specialists specific feedback.
• Act as the escalation point for complex customer issues, and cover calls for specialists who are out.

Own performance

• Track team and individual KPIs, including activation rate, early churn, product adoption and call activity.
• Report on trends, root causes and actions to Customer Success leadership.
• Use data to find at-risk accounts early and make sure the team acts on them.

Improve the process, including with AI

• Find friction in onboarding, test fixes and measure whether they worked.
• Build AI-assisted workflows and automations for repetitive work such as call notes, follow-up emails, account research and reporting, and coach the team to use these tools well. Prior experience building automations isn't required, but getting better with these tools is a core expectation of the role.

Partner across the company

• Give Sales structured feedback on handoff quality and patterns in accounts that struggle to activate.
• Bring product feedback, bugs and feature requests from new customers to Product and Engineering.
• Work with Implementation, Support & Retention so customers move smoothly from onboarding into their long-term relationship with RealWork.

What you bring

• At least 1 year of experience managing people as a manager, supervisor or team lead.
• 5+ years in customer-facing roles such as onboarding, implementation, customer success or support, ideally at a SaaS company.
• Excellent communication skills, especially phone presence, and the ability to coach others to it.
• Technical aptitude: you learn software quickly, troubleshoot setup and integration issues, and explain technical topics in plain language.
• Comfort using data, reports and dashboards to make decisions.
• Experience with a CRM such as Salesforce, and curiosity about new tools, including AI.

Nice to have

• Experience with software for small businesses or home service companies.
• Experience with call recording tools such as Gong, or knowledge bases such as Confluence.
• Hands-on experience building automations or AI workflows (for example, with Claude, ChatGPT or Zapier).
  
  

Why Join RealWork?

• Startup environment within a stable, industry-leading company
• Competitive salary and bonus structure
• Excellent health, dental, vision and parental benefits
• Regular team outings and events
• Flexible PTO
• 401(k)

RealWork is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual orientation, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local, state, and federal law or ordinance.