Customer Success Manager

• Lead setup, optimization, and ongoing management of customer success and knowledge base systems for a Buyer Experience Platform for homebuilders
• Design a scalable customer support structure, shared inbox, and ticketing system
• Set up workflows, automation rules, and escalation processes for efficient ticket handling
• Create and maintain a robust customer-facing knowledge base with help articles, FAQs, and video tutorials
• Collaborate with Product and Customer Success teams to ensure content accuracy, clarity, and brand consistency
• Regularly update knowledge base as new product features are released and use analytics to identify gaps
• Respond to customer inquiries with speed, empathy, and accuracy and act as a trusted resource to maximize customer value
• Partner with Product Marketing to convert product updates into customer-facing materials and relay recurring customer feedback to Engineering and Product teams

Customer Success Specialist

Customer Success Manager

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Client Success Manager

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