Senior Client Success Manager

Client Success Manager

Company: REI Transfer Location: Remote (United States), with future hybrid in St. Petersburg, FL (Q3 or Q4 2026) Employment Type: Full-time

Important: This role requires a Loom video as part of your application. If your application does not include the video, it will not be reviewed. See the "How to Apply" section at the bottom for instructions.About REI Transfer

REI Transfer is a performance marketing agency built exclusively for real estate investors. We help wholesalers, fix-and-flippers, and acquisition operators generate higher-quality seller leads than they can get anywhere else, through paid Meta ads, custom landing pages, proprietary tracking technology, and a private client community of operators sharing what's actually working in real time.

We launched in 2020. We're at over 65 active clients today, growing fast, and our growth comes from a combination of referrals and paid Meta ad traffic. That means our existing clients care enough about what we do to bring us their network. That's the bar, and now we need someone whose entire job is to keep raising it.

The Opportunity

We're hiring a Client Success Manager to own every client relationship, from the day they sign through every renewal, expansion, and referral they generate.

Our CEO has been personally managing every client relationship. At 65 clients, that's not sustainable, and at 100, it's impossible. We need someone who treats client outcomes like their own business and is ready to own this function completely.

This is a role for a builder. You're not inheriting a system. You're creating one.

Day-to-Day Responsibilities

Every Day

• Monitor all client communication channels (Discord, GHL, email) and respond within 2 business hours
• Review ClickUp for flagged client issues, performance alerts, and any tasks requiring follow-through
• Coordinate with the media buying team on underperforming ad accounts and escalate when needed
• Field inbound client questions. Troubleshoot first, escalate only when necessary
• Log all client interactions and keep contact records current

Every Week

• Run structured check-in calls with active clients to review lead volume, cost per lead, pipeline movement, and morale
• Prepare and deliver a written brief to leadership covering the top themes from client conversations plus one specific recommendation to act on
• Audit new client onboarding progress and remove blockers before they become problems
• Manage and actively engage the client Discord community. Spark conversations, surface wins, keep it alive
• Review Fathom call recordings for client calls flagged for follow-up

Every Month

• Run formal performance reviews with each active client. Present data, identify what's working, and set the next 30-day focus
• Identify at-risk accounts early and run save plays before clients ask to cancel
• Track all renewal dates and initiate renewal conversations 45 days in advance
• Document recurring client issues into SOPs and contribute them to the client success playbook

Every Quarter

• Run Quarterly Business Reviews (QBRs) with top clients. Tie their business results to the system we've built for them
• Compile retention, renewal, and expansion metrics for leadership review
• Identify clients ready for upsell or referral conversations and bring them to leadership with a clear pitch
• Review and improve the client onboarding experience based on patterns observed across the portfolio

What You'll Own

The First Impression. You run every new client kickoff call. By the end of that call, the client should feel that signing with us was the best decision they've made all year.

The Relationship. You are the named point of contact for every active client. Weekly check-ins, monthly performance reviews, quarterly business reviews. They know your name. They know your number.

Retention. You spot warning signs before clients do. You run save plays. You know when to escalate. Goal: 95% retention at 90 days.

Expansion. You turn happy clients into case studies, referral sources, and upsell opportunities. Goal: 30% of net-new revenue from existing clients within 12 months.

The Community. We run a private Discord community for our clients. You own it. Your job is to make it the most valuable network in real estate investing.

The Playbook. Every recurring question becomes an SOP. Every save play gets documented. You build the system that scales beyond you.

How Your Performance Pays You

Every renewal meeting is, at its core, a sales conversation. When you've done your job well, when a client has seen results, felt supported, and trusts the system, re-signing with us is an easy decision for them. That's the goal.

When a client renews, you earn commission on that contract. Here's what makes this role uniquely valuable: that commission doesn't reset. Every client you retain continues to compound your earnings month after month. The longer you keep clients happy, the more your income grows automatically, on top of your base.

The best CSMs here won't just be great at their job. They'll build an income that reflects it.

What You'll Bring

Genuine empathy. You can hold a stressed-out client's hand and coach them through the work that drives their results at the same time. You don't choose one over the other.

An operator's mindset. You've worked in or alongside marketing, sales, or agency environments. You understand metrics like cost per lead, conversion rate, and lifetime value, and you know how to use them in conversation without losing the human on the other side.

Strong communication. Your written and spoken English is clear, warm, and direct. You can run a multi-person Zoom and manage a complex email thread with the same calm.

Comfort with technology. You don't need to write code, but you pick up new platforms quickly and can teach them to clients without flinching.

Calm under pressure. When a client is upset, you slow down. You hear them out, find the root, and follow through.

Self-direction. Remote-first, async-friendly. You don't wait to be told what's next. You build momentum on your own and report back clearly.

Bonus Points

None of these are required. If you have the core traits above, we want to hear from you.

• Strong marketing background and a genuine understanding of what drives lead generation performance
• Real estate background (investor, wholesaler, agent, transaction coordinator, or lender)
• Prior experience in agency or B2B SaaS customer success
• Familiarity with paid social ads, lead generation funnels, or CRM automation
• Comfortable recording short async video updates for clients

How to Apply

Please read this section carefully. Applications missing the Loom video will not be reviewed. No exceptions.

Send all three of the following to [email protected] with the subject line: Client Success Manager: [Your Name]

1. Loom Video (REQUIRED, 3 to 5 minutes)

Tell us about a time you saved a customer relationship that was on the verge of falling apart. Walk us through what you did, what you said, and just as importantly, what you chose not to say. If that exact story isn't yours, tell us about a time you went out of your way for someone in any professional context.

This step is non-negotiable. If you do not include a Loom video in your application, we will not review it. No video, no review.

2. Written Response (500 words or less)

You're 30 days into the role. A client texts you on a Saturday morning: "I want to cancel. My leads are garbage and I'm wasting my time."

What do you do in the next hour?

3. Resume or Eurostaffs URL

We don't read cover letters. The Loom and the written response tell us everything we need to know.

REI Transfer is an equal opportunity employer. We hire based on judgment, care, and capability, not credentials.

Pay: $45,000.00 - $75,000.00 per year

Work Location: Hybrid remote in Saint Petersburg, FL 33701