Customer Success Manager, SMB 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.

Pooled Customer Success Managers at Courted are responsible for protecting retention and driving engagement across a high-volume book of SMB brokerages. You will manage a shared book of approximately 300 customers — roughly $5M in ARR — using a blend of scaled motions (group programs, automated touchpoints, in-app guidance) and risk-triggered 1:1 outreach. You are the first line of human coverage for customers who don't fit a fully self-serve motion but don't yet warrant a dedicated CSM.

This role is the operational backbone of our scaled CS function. In addition to pooled coverage, you will own onboarding execution for new customers in our Pooled and Named tiers — running group kickoff webinars, activation tracking, and the first-30-day customer experience before handing off to a named CSM. You will partner closely with the VP of CS to develop and maintain group programs, training cohorts, and the playbooks the broader team executes.

You are energized by managing a large book of business and finding leverage through systems and group programs rather than 1:1 coverage. You are highly organized, comfortable using data to triage where your attention will have the most impact, and you genuinely enjoy onboarding new customers and watching them activate.

• Manage a pooled book of approximately 300 customers, using health signals and engagement data to prioritize where to spend your time.
• Run group onboarding cohorts for new customers in Tiers 2 and 3 — weekly kickoff webinars, activation tracking, and a 30-day handoff to named CSMs.
• Facilitate quarterly group office hours and monthly training cohorts for your book of business.
• Own renewals across the pooled book — work an early renewal cadence at -90 days, deliver automated value reports, and run renewal calls for customers who need a light human touch.
• Identify expansion opportunities at scale through monthly campaigns and surface qualified opportunities to the named team or AE partners.
• Intervene 1:1 on at-risk accounts — build save plans for customers showing health-score red flags and recover them efficiently.
• Maintain and improve the playbooks, email templates, and group materials your team uses across the broader CS function.
• Share weekly insights with the CS leadership team to evolve our scaled motions and improve outcomes across the pooled book.
  

• 2 - 4 years of customer-facing experience in SaaS or proptech, ideally managing a book of 100 customers in a scaled or tech-touch motion.
• Strong organizational skills and the ability to prioritize across a high-volume book without losing track of details.
• Comfort using data and health scores to triage where to spend your time.
• Excellent written and verbal communication — you can run a group webinar with energy and craft a clear, persuasive renewal email.
• Experience facilitating group programs (webinars, training cohorts, office hours) or strong evidence you'd be great at it.
• Comfort handling difficult conversations including renewal negotiations, cancellation requests, and customers who are not finding value.
• Ownership mindset — you take a project from kickoff to completion and communicate clearly about timeline, blockers, and outcomes.
• Ability to speak fluently about a technical product, including APIs, predictive analytics, and machine learning.
• Proficiency in Excel/Sheets and PowerPoint/Slides or equivalent.
• Excitement to join a fast-paced startup where you'll help build a scaled CS motion from the ground up.
  

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