Client Product Lead

Key Responsibilities

• Oversee and optimize daily customer support and success operations, ensuring timely, effective handling of inquiries, issues, and escalations.
• Supervise, mentor, and develop a high-performing team of Customer Success Officers (CSOs), setting goals, tracking performance, and fostering a collaborative team culture.
• Design and implement customer support and success strategies aligned with business objectives to enhance customer satisfaction, retention, and lifetime value.
• Proactively identify customer needs, pain points, and usage trends by analyzing data and feedback to improve service delivery and prevent potential issues.
• Act as the main escalation point for complex or high-impact cases, providing expert guidance and ensuring prompt resolution.
• Collaborate cross-functionally with Product, Sales, Marketing, and Development teams to share customer insights, influence product improvements, and identify upsell and renewal opportunities.
• Maintain and continually improve a comprehensive knowledge base, support documentation, and customer success resources for both internal teams and customers.

Requirements

• 4 years of experience in customer success, product support, or account management roles, including 2 years in a supervisory capacity

• Strong technical aptitude with the ability to understand and troubleshoot complex product functionality

• Proven track record in leading teams, managing performance, and driving customer-centric strategies

• Proficient in CRM and support tools such as Jira, Confluence, Zendesk, Salesforce, and Freshdesk

• Excellent verbal and written communication skills; able to simplify complex information for diverse audiences

• Analytical mindset with experience using data to identify trends and improve support processes

• Skilled in managing high-impact escalations and collaborating across teams to resolve customer issues

• Customer-first approach with a passion for delivering exceptional experiences

• Experience in the real estate industry is a plus