As a Customer Success Representative, you will maintain client relationships by providing retention support, coaching, and resolving issues to improve client acquisition and satisfaction.
Customer Success Representative
Remote | United States
ABOUT
Property Leads is a marketing/pay-per-lead company that generates inbound and motivated seller leads in the real estate investor space. We are a team of driven individuals with lofty goals for the company and ourselves. Many companies describe themselves as families. We are more of a high-performance sports team looking to win the yearly championship. The ideal candidate is highly driven, enjoys working, is fun and friendly, and is willing to face challenges head-on in a fast-paced, ever-evolving environment.
ROLE
This is not a passive support role.
As a Customer Success Representative at Property Leads, you are on the front lines of client relationships — responsible for retention, coaching, and saving accounts. You will spend a large portion of your day communicating directly with real estate investors via phone, SMS, email, and community channels.
You will help clients:
- Understand the value of our leads
- Improve their acquisition processes
- Stay bought-in during tough moments
- And ultimately close more deals
This role requires someone who can handle constant pressure, frequent complaints, and high emotional intensity — and still show up energized, solutions-focused, and ready to win the next conversation.
RESPONSIBILITIES
- Speak with clients daily via phone, text, and email — especially during high-friction situations
- Handle objections, complaints, and frustration with confidence and composure
- Perform “reverse sales” turning unhappy clients into retained, long-term customers
- Coach investors on how to improve their lead handling, follow-up, and conversion
- Build real relationships not just transactions (be someone clients actually like talking to)
- Stay active in Facebook groups and community channels to support and engage clients
- Respond to inquiries within 30 minutes and drive resolution within 24 hours
- Partner with internal teams (sales, refunds, ops) to resolve complex issues
- Maintain accurate records of all client interactions in CRM systems
REQUIREMENTS
- 2+ years in customer success, account management, or retention-focused roles
- Strong verbal communication skills (phone confidence is a must)
- Proven ability to handle objections and retain customers
- Experience building relationships with clients over time
- Highly organized and able to manage multiple conversations simultaneously
- Real estate or investor-facing experience is a strong plus
RESULTS
- Response time: <30 minutes
- Resolution time: <24 hours
- Maintains 80%+ client retention after first 30 days without issuing credits
- Builds strong rapport — clients recognize them by name and are willing to engage on calls
- Generates consistent positive feedback (calls, texts, reviews, or direct praise)
- Actively engages clients in Facebook groups and community channels (not just reactive support)
- Takes full ownership of problems and does not pass clients between teams without context or follow-through
- Follows up after resolution to confirm satisfaction (not just closing tickets)
- Keeps leadership informed on trends, recurring issues, and client sentiment
WHO THIS ROLE IS FOR
This role is for someone who:
- Doesn’t shy away from the phone — you’d rather call than email
- Has a high stress tolerance and doesn’t take things personally
- Can hear complaints all day and still show up positive and focused
- Is obsessive about winning and improving — both for yourself and your clients
- Thrives in a fast-paced, high-demand environment
- Enjoys building relationships and earning trust over time
- Is comfortable being pushed, challenged, and held accountable
WHO THIS ROLE IS NOT FOR
- Someone looking for a quiet, low-stress support job
- Someone who avoids conflict or difficult conversations
- Someone who prefers structured, slow-moving environments
- Someone who takes customer frustration personally
SALARY
- $60,000 - $ 85,000 USD annual salary
BENEFITS
- Comprehensive benefits package (Health, Dental, Vision).
- 401k with a match
- Fast-moving team, low bureaucracy, high ownership
- Flexible remote work environment.
Top Skills
Communication Tools
Crm Systems
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