Customer Success – Business Management /
At Side, we believe everyone should own their path.
Side is the only real estate brokerage platform exclusively for the nation’s best agents. Based on its belief that homeownership is a fundamental human right, we provide top-performing real estate agents, teams, and independent brokerages with the best system, support, and service, in order to elevate the experience and results of buyers and sellers.
Led by experienced industry professionals and world-class engineers who develop technology designed to improve agent productivity and enhance the client experience, Side is backed by $70M in funding from top-tier venture capital firms including Sapphire Ventures, Trinity Ventures, Matrix Partners, MetaProp, and other real estate investors. Headquartered in San Francisco, Side currently has operations in California, Texas, and Florida.
At Side, you’ll have the opportunity to collaborate and innovate your way to success. Becoming an inSider means that you’ll be empowering business leaders to become business owners, all while forging your own path with like-minded entrepreneurs. Join us at Side and own your career, your impact, and your life.
ABOUT THE ROLE
As Customer Success Manager, you will operate as the lead point of contact and primary relationship owner for any and all matters specific to our agents and collaborate cross-functionally, pulling in the right resources for our agents at the right time. You will also be in a strategic role, advising our clients (some of the highest producers in the real estate industry) on how to grow their businesses and accomplish their goals.
After agents have been on boarded, you will be responsible for the continued management of the account. This includes weekly meetings and ongoing support. We manage our partner agents’ business with care and understanding to reflect our value proposition. We always seek to understand the business problem our partners are trying to solve and to confidently present the best solution to support their business. Based on successful business cases, you will establish best practices that benefit all partner agents and their teams.
WHAT YOU’LL BE DOING
- Develop Business Strategy: You will drive agent success by understanding who our customers are and what they want, and become the voice of the customer across the organization. You will support the continued expansion of adoption and success within our customer base through engaging around their workflows and use cases and making meaningful data-driven recommendations that will help our partner agents and their teams achieve even greater success by adopting our best practices, systems and tools.
- Cultivate an Exceptional Customer Experience: You will provide unparalleled quality service based on realistic expectations which you help define. You will create an experience of consistent and reliable support demonstrated by your responsiveness, ability to prioritize client needs, and manage client projects & expectations.
- Exercise Data-driven Decision Making: You will develop a deep understanding of our customers, vendors, technology & best practice recommendations so you may drive operational efficiencies and production growth across your book of business using a rigorous data-centric approach.
- Project Management: While not directly creating work product or deliverables, you will have ownership of the timeliness and quality of all customer deliverables.
- Enhance Scalability: You will continually seek opportunities to help us work smarter via new/refined tools and processes and contribute to the continued growth and success of the team. You will help create systems and processes, playbooks, and dashboards to drive team effectiveness & efficiency and customer success.
- Work Cross-functionally: You will partner with Product and Engineering, Onboarding and Implementation, Sales, Marketing, Growth and Brokerage teams to build best-in-class tools, resources and experiences for our agents.
WHAT WOULD MAKE YOU A STRONG FIT FOR THE ROLE?
- Experienced: You have consistently shown the ability to think strategically and then execute on that strategy. 5+ years experience in an account management or customer success role or equivalent.
- Real estate industry experience either as an agent, working in a brokerage as staff, or other industry vendor is required.
- Systematic: You have leveraged best-in-class tools to support customers while providing the analytics needed to ensure the quality and achievement of team goals. You’ve partnered with internal and external stakeholders to amplify the customer experience and scale appropriately.
- Customer-Service Focused: You take pride in doing right by customers and it influences every decision you make.
- Skilled Communicator: You enjoy working cross-functionally and are comfortable having hard conversations to achieve your mission. You are able to instill a deep sense of confidence in your clients and team.
- Driven: Able to diagnose and solve complex problems on the fly using critical thinking and persuasion.You are willing to get your hands dirty and look in non-traditional places to create value. No task is above you and you always figure out how to get it done.
COMPENSATION/PERKS
- Stock options
- Best-in-class benefits, including 100% healthcare coverage (medical, vision and dental)
- Flexible PTO
- $1,000/yr for learning and development
- Pet friendly environment
Side is dedicated to working with the highest skilled people from the most inclusive talent pool feasible. We maintain that diversity in all aspects leads to positive change, solutions and innovation for our customers and career fulfillment for our employees. All qualified individuals are encouraged to apply.
Side uses the E-Verify employment verification program.
Our stewardship of the data of many of our customers means that a background and DRE license check is required to join Side. We will, nonetheless, consider qualified applicants with arrest and conviction records in accord with applicable law, including the San Francisco Fair Chance Ordinance.