B2B Realty

Customer Success Manager

• Own customer experience across both tenants and property owners, ensuring exceptional service delivery throughout the customer lifecycle.
• Drive company-wide customer retention initiatives with primary accountability for reducing churn and improving Net Promoter Score (NPS).
• Own key business metrics, including Churn Rate, NPS, Revenue per Unit (RPU), leasing conversion, delinquency, maintenance turnaround, client churn, and negative accounts.
• Lead customer interviews and convert customer feedback into actionable service improvements in collaboration with AGMs, Customer Success, and Customer Service teams.
• Build and maintain strong relationships with institutional clients and key portfolio owners, particularly large-scale portfolios.
• Serve as the executive escalation point for complex customer issues, legal escalations, operational challenges, and sensitive client situations.
• Ensure consistent achievement of Service Level Agreements (SLAs), revenue capture, leasing conversion, and operational performance targets.
• Directly manage Area General Managers (AGMs), Maintenance Manager, Leasing Manager, and collaborate with HR for staffing, performance management, and accountability.
• Hold leaders accountable to operational and customer success KPIs while coaching and developing leadership capabilities.
• Lead through leaders by conducting regular leadership meetings (including Level 10 meetings) to drive execution, accountability, and continuous improvement.
• Enforce company policies, Standard Operating Procedures (SOPs), quality assurance standards, and operational consistency across all markets.
• Drive a high-performance culture focused on ownership, accountability, execution, and customer success.
• Make hiring, performance management, succession planning, and termination decisions for Operations leadership roles.
• Partner closely with HR, Marketing, Systems, and Business Process Improvement (BPI) teams to improve organizational effectiveness and operational efficiency.
• Provide strategic feedback on organizational design, process optimization, and scalability initiatives.
• Identify opportunities to grow the company's unit count by strengthening client relationships and delivering exceptional customer experiences.
• Remain actively involved in operational processes and execution to ensure standards are consistently achieved.

VP of Operations – Customer Success

Sales Development Rep

• Research real estate investors, property owners, real estate agents, brokers, bloggers, website owners, journalists, and other relevant contacts.
• Build clean, accurate prospect lists with names, titles, emails, phone numbers, LinkedIn profiles, company details, and relevant notes.
• Send outreach messages through email, LinkedIn, SMS, and other approved channels.
• Follow up with leads consistently and professionally.
• Help book qualified appointments for Sales Associates and the Sales Manager.
• Support the sales team with follow-up messages to existing leads.
• Track outreach activity organized and up to date.

Sales Development Representative – Outreach Specialist

• Research real estate investors, property owners, real estate agents, brokers, bloggers, website owners, journalists, and other relevant contacts.
• Build clean, accurate prospect lists with names, titles, emails, phone numbers, LinkedIn profiles, company details, and relevant notes.
• Use the provided tools and resources to identify prospects who may be a good fit for B2B Realty’s property management services or referral program.
• Maintain organized prospect data and update records accurately.
• Send outreach messages through email, LinkedIn, SMS, and other approved channels.
• Follow up with leads consistently and professionally.
• Help book qualified appointments for Sales Associates and the Sales Manager.
• Support the sales team with follow-up messages to existing leads.
• Track responses, next steps, and lead status accurately.
• Contact real estate agents and brokers to introduce B2B Realty’s referral program.
• Explain the value of referring investor clients to a professional property management company.
• Set appointments between interested agents and the Sales Manager.
• Maintain an organized list of agent partners, active conversations, and follow-up opportunities.
• Research relevant real estate blogs, investor websites, local media, podcasts, directories, and partner websites.
• Reach out to website owners and editors for guest posts, link placements, resource-page mentions, and collaboration opportunities.
• Support media and PR outreach by identifying relevant contacts and sending approved pitch messages.
• Track outreach status, replies, and opportunities.
• Keep all outreach activity organized and up to date.
• Maintain clean records of prospects, responses, booked appointments, and follow-up tasks.
• Share regular updates with the sales and marketing teams.
• Help improve outreach templates based on response quality and lessons learned.

• Research real estate investors, property owners, real estate agents, brokers, bloggers, website owners, journalists, and other relevant contacts.
• Build clean, accurate prospect lists with names, titles, emails, phone numbers, LinkedIn profiles, company details, and relevant notes.
• Use the provided tools and resources to identify prospects who may be a good fit for B2B Realty’s property management services or referral program.
• Maintain organized prospect data and update records accurately.
• Send outreach messages through email, LinkedIn, SMS, and other approved channels.
• Follow up with leads consistently and professionally.
• Help book qualified appointments for Sales Associates and the Sales Manager.
• Support the sales team with follow-up messages to existing leads.
• Track responses, next steps, and lead status accurately.
• Contact real estate agents and brokers to introduce B2B Realty’s referral program.
• Explain the value of referring investor clients to a professional property management company.
• Set appointments between interested agents and the Sales Manager.
• Maintain an organized list of agent partners, active conversations, and follow-up opportunities.
• Research relevant real estate blogs, investor websites, local media, podcasts, directories, and partner websites.
• Reach out to website owners and editors for guest posts, link placements, resource-page mentions, and collaboration opportunities.
• Support media and PR outreach by identifying relevant contacts and sending approved pitch messages.
• Keep all outreach activity organized and up to date.
• Maintain clean records of prospects, responses, booked appointments, and follow-up tasks.
• Share regular updates with the sales and marketing teams.
• Help improve outreach templates based on response quality and lessons learned.

Sales Development Representative, Outreach Specialist

Operations

• Oversee all field operations, including maintenance, make-readies, inspections, and access control.
• Drive improvements in Work Order (WO) completion and conversion ratios.
• Ensure accountability for curb appeal, field results, and tenant satisfaction.
• Expedite and manage all maintenance and make-ready work orders to meet turnaround targets.
• Reduce maintenance spend by optimizing vendor use, procurement, and process efficiency.
• Manage property access systems, including office access software and hardware security.
• Oversee break-in investigations, access audits, and property security protocols.
• Retrofit office systems for inventory management to track tools, materials, and maintenance supplies.
• Conduct and oversee semi-annual inspections to ensure property standards are met and revenue targets achieved.
• Collaborate cross-functionally with Property Management, QA, and Operations teams to streamline maintenance workflows.

Maintenance Operations Manager

• Lawn Care Management
• Oversee all lawn care vendors, schedules, bills, and subscriptions.
• Handle Rental Registrations
• Handle new unit registrations and annual renewals.
• Collaborate with the Local Agent in Charge (LAIC) in Cleveland to ensure compliance with new rental property laws and regulations, facilitating seamless operations and adherence to legal standards.
• Insurance Management
• Oversee insurance policies and manage additional insured requirements.
• Ensure all properties have the necessary insurance coverage and documentation.
• Liaise with utility companies for various issues and service requirements.
• Negative Owner Accounts Management
• Manage negative owner accounts, handle balances, emails, and collections.
• Maintain a dedicated email alias for owner account management.
• Perform various administrative duties to support the operations team.
• Ensure all tasks are completed with high accuracy and attention to detail.
• Stay informed about relevant laws, market trends, and industry best practices.
• Attend training sessions and workshops to enhance knowledge and skills.

Operations Assistant

Attorney

• Ensuring all assigned properties meet required property condition compliance standards and regulatory requirements.
• Managing licensing and communications compliance, including tracking renewals, maintaining documentation, and ensuring deadlines are met.
• Conducting legal research and interpretation to support compliance decisions and internal policies.
• Executing security deposit (SD) returns in accordance with legal requirements and company procedures.
• Maintaining accurate, up-to-date records and audit trails for all compliance-related activities.
• Identifying compliance gaps, risks, or inconsistencies and proactively recommending improvements.
• Ensuring strict adherence to internal SOPs and external regulatory frameworks.
• Supporting internal teams with compliance-related queries and documentation requirements

VP of Operations – Customer Success

Sales Development Representative – Outreach Specialist

Sales Development Representative – Outreach Specialist

Sales Development Representative, Outreach Specialist

Sales Development Representative, Outreach Specialist

Maintenance Operations Manager

Operations Assistant

Compliance and Legal Associate