Customer Success Manager, Mid-Market Accounts

The Courted team is a group of ambitious real estate experts, data scientists, developers, designers, and product managers. Our mission is to give every real estate entrepreneur an equal chance to grow and succeed in their business.

Courted has launched its best-in-class brokerage Talent Solutions platform for recruiting, retention, and market research. We are in the early stages of our journey as a company and are looking for leaders with an ownership mindset to help architect a disruptive force in the $40T residential real estate industry.

In the last 12 months we’ve scaled our operation and now service hundreds of customers across 100 markets throughout the country. We are proud to work with the most influential brokerages in the country including Sotheby’s, SERHANT, eXp, Realty One Group, and more. Courted has won multiple industry awards, including Inman’s 2024 Innovator of the Year.

Courted is an exciting, dynamic workplace, and there’s no better time to join the team than right now. We have achieved some exciting revenue milestones and are poised to reach new heights in the proptech space over the coming months. Coming off multiple years of 3.5x growth and strong momentum thus far in 2026, Courted is in the top 10% of fastest growing tech startups globally — we invite you to join the future of real estate.

Mid-Market Customer Success Managers at Courted own a book of approximately 75-150 mid-market brokerages which typically have 100-500 agents and $10K-$60K in ARR. You are the named owner of these relationships from post-sale handoff through every renewal cycle, responsible for adoption depth, retention, and expansion across your book.

Your customers expect a real relationship. You'll run a monthly 1:1 cadence with each account, deliver semi-annual Business Reviews to brokerage leadership, and partner closely with brokers/owners and ops leaders to drive office-by-office adoption. You'll demonstrate ROI at renewal, introduce multi-year structures, and surface expansion opportunities to grow within your accounts.

You are passionate about building deep, trusted relationships with customers and helping them succeed. You are equally comfortable running an executive Business Review with a brokerage owner and a hands-on adoption deep-dive with an operations lead. You see retention and expansion as the same conversation, one is the product of the other, and you're at your best when you can demonstrate clear, quantified business impact.

• Own approximately 75-150 named customer relationships from post-sale through renewal, retention, and expansion.
• Run a monthly 1:1 cadence with each account in your book and deliver a semi-annual Business Review to brokerage leadership.
• Build and maintain a Success Plan for your top 30 accounts documenting goals, milestones, and adoption roadmap.
• Own the renewal cycle across your book; kick off at -120 days with a mid-cycle Business Review, deliver ROI summaries, negotiate multi-year contracts where it makes sense, and hit retention and net revenue targets.
• Drive office-by-office adoption across multi-location brokerages, partnering with managers to drive accountability and to coach their teams.
• Identify and execute expansion opportunities every quarter (additional seats, MLSes, and additional products as this becomes applicable).
• Build and refresh account plans quarterly. Forecast expansion accurately and partner with AEs on larger expansion deals.
• Be the voice of your customers internally documenting product feedback, feature requests, and customer themes to support and influence product roadmap.
• Contribute to shared CS programs: customer references, case studies, playbooks, and team standards.

• 4-6 years of customer-facing experience in SaaS, with at least 2 years owning a named book of 50-150 customers end-to-end.
• Proven track record running successful renewals and hitting retention and NRR targets
• Experience structuring and selling multi-year contracts and expansion deals
• Strong executive presence you can confidently run a Business Review with a brokerage owner or president and earn their trust.
• Excellent written and verbal communication; ability to develop ROI cases and deliver them in person and in writing.
• Deep instincts for difficult customer conversations: saves, renewals, negotiations, and de-escalations.
• Strong account planning skills, you build, refresh, and execute against an account plan every quarter.
• Ability to navigate multi-stakeholder relationships across operations, managers, and brokerage leadership.
• Ability to speak fluently about a technical product, including APIs, predictive analytics, and machine learning.
• Proficiency in Excel/Sheets and PowerPoint/Slides; comfort building business cases and ROI models.
• Ownership mindset and the ability to operate with significant autonomy in a fast-paced startup environment.



• Previous experience in residential real estate software/proptech.
• Experience running successful renewals and achieving retention targets.
• Previous experience working in a startup environment.