Client Relationship Manager

Client Relationship Manager, Madrid

PropHero is an AI-driven marketplace transforming property investment. Backed by global VCs and founded by McKinsey alumni, we're expanding our team. Join our thriving and flexible culture, surrounded by ambitious individuals driving change. At PropHero, we're making property investment as simple as shares or ETFs—be part of the future we're building!

We are value-driven!

🤝 BELIEVE: We have a contagious passion and entrepreneurial spirit.
🔍 CONNECT: We care for each other and create a "one-team" spirit.
📈 RAISING THE BAR: We push for exceptional performance and never settle for mediocrity.
🔥 OWN IT: We are owners no matter the circumstances.
🌐 DELIVER: We deliver meaningful, measurable outcomes driving a positive impact.

Do these values resonate with you? Keep reading!

The Role

We are looking for a Client Relationship Manager to lead our team of Investment Advisors, who are responsible for guiding clients from the moment a sale closes through the materialization and consolidation of their real estate investment. This role reports directly to the Head of Global Sales and is essential to ensuring an excellent client experience, maximizing satisfaction, and activating repeat-purchase opportunities.

Responsibilities

• Lead, train, and develop the Investment Advisors team, ensuring high standards of client support.
• Oversee each Investment Advisor's client portfolio, guaranteeing balanced distribution and active follow-up across all stages of the investment process.
• Design and continuously improve the onboarding and post-sale playbook, integrating tools such as HubSpot to enhance client tracking and consistency.
• Define and monitor KPIs related to satisfaction, retention, and repeat purchases, driving performance and continuous improvement.
• Act as an escalation point for complex cases or high-value clients, collaborating closely with Operations and Legal when needed.
• Work hand-in-hand with Sales (SDRs/Closers) to ensure a seamless transition from the sales process to post-sale support.
• Contribute to the recruitment, onboarding, and career development of the Investment Advisors team.

What we're looking for

• Minimum 5 years of experience leading customer-facing teams (Customer Success, Account Management, Client Relationship roles), ideally in high-ticket sectors such as real estate, private banking, or wealth management.
• Proven ability to manage and develop relationship-driven teams focused on client satisfaction and loyalty.
• Strong data-driven mindset and comfort working with CRM systems (ideally HubSpot) and satisfaction/retention metrics.
• Excellent leadership, communication, empathy, and trust-building skills.
• Ability to handle complex cases and build long-term client relationships.
• Valuable: knowledge of the real estate or investment sector.

What can we offer you:

🚀 Growth Mindset
We believe in pushing boundaries and embracing challenges. Whether it's exploring new tools, improving processes, or taking on uncharted projects, we support a culture of curiosity and innovation where learning never stops.

🌎 A Diverse, Collaborative Team
Join a global team that celebrates diversity and thrives on collaboration. With team members from all over the world, we bring together unique perspectives, ideas, and experiences to create meaningful impact and drive innovation.

📚 Continuous Learning & Development
No matter your background or field of study, you'll find endless opportunities to learn, grow, and contribute. Our open, transparent environment encourages the exchange of ideas, helping you unlock your full potential.

🌟 Career Growth in an Early-Stage Startup
Be part of a fast-growing startup with global ambitions. As we scale, so will your opportunities to take on more responsibility, shape our success, and advance your career.

💰 Competitive Compensation Package
We value your contributions and offer a competitive economic package to match your impact.

Diversity Statement

At PropHero, we are committed to fostering an inclusive and equitable workplace where diverse perspectives and backgrounds are not only welcomed but celebrated. We believe that diversity drives innovation and empowers us to build stronger connections with our clients and communities.

PropHero is an equal opportunity employer and is dedicated to ensuring a hiring process free from discrimination based on race, ethnicity, gender, age, disability, religion, sexual orientation, or any other characteristic protected by law. Our mission is to create a workplace where everyone feels valued, supported, and empowered to achieve their full potential.