Customer Success Manager

About iSpeedToLead

iSpeedToLead is a two-sided real estate lead marketplace operating across the United States. Sellers of motivated-seller leads list on one side, and real estate investors buy on the other. We are a bootstrapped, profitable product company with an engineering and analytics team that ships fast and makes decisions from data rather than opinion.

About the role

This is the first dedicated Customer Success hire at iSpeedToLead. Today, buyers are supported reactively: tickets get answered, credits get issued, and nobody owns what happens to an account between its first purchase and its last one.

You will own the post-purchase relationship with our buyers. That means onboarding them properly, keeping high-value accounts healthy, and turning churn from something we observe into something we manage. You will build the function itself (playbooks, health scoring, reporting) rather than inherit it.

One thing worth stating openly before you apply: the workload is around 50 hours a week for the first 6 to 9 months while the function is being built. We would rather you decline now than discover it in month two.

Key responsibilities

Onboarding and activation

• Own the onboarding of new buyers end to end, from first purchase to first repeat purchase.

• Run onboarding calls and follow-ups, making sure every new buyer understands how to filter, buy, and work leads effectively.

• Design and maintain the onboarding sequence (content, timing, channel) and improve it based on what actually converts.

Account health and retention

• Manage a book of high-value accounts with regular check-ins, usage reviews, and proactive outreach.

• Build and maintain a health-scoring model that flags at-risk accounts before they churn, not after.

• Run save conversations on at-risk accounts and document what worked, by reason code.

Escalations and problem-solving

• Act as the escalation point for buyer complaints, including lead quality disputes, refund requests, and billing or balance issues.

• Coordinate with support, sales, and engineering to resolve issues, and follow through until the customer confirms resolution.

• Operate within agreed refund and credit authority limits, and defend those decisions with data.

Voice of the customer

• Collect, categorise, and quantify churn and refund reasons, turning anecdotes into a ranked list.

• Deliver a weekly written report to product and leadership on retention performance and the top issues driving cancellations.