Accomplished Enterprise Customer Success Manager at Lofty Inc. with nearly a decade of experience in Real Estate and Proptech. Adept in strategic account management and fostering strong client relationships. Proven expertise in driving significant revenue growth and agent adoption across North America's top real estate brokerages. Skilled in project management and problem-solving, ensuring client satisfaction and retention with over $300,000 in monthly recurring revenue and over 15,000 users across key accounts.
Overview
7
7
years of professional experience
Work History
Enterprise Customer Success Manager
Lofty Inc. (Formerly Chime)
02.2022 - Current
Manage key Enterprise accounts for Lofty, focusing on North America's largest real estate brokerages.
Oversee over $350,000 in monthly recurring revenue, ensuring client satisfaction and retention.
Oversee nearly 20,000 Real Estate professionals across key accounts
Drive agent adoption through strategic training and resource development.
Collaborate with internal teams to address client needs and optimize service delivery.
Partner with brokerage leaders to enhance agent success and satisfaction.
Work with product team and developers in a project management role to launch new Enterprise accounts and meet client needs.
Spearhead new initiatives aimed at driving revenue growth and expanding market presence.
Pioneered the development and implementation of processes and systems for the Enterprise Customer Success team as the first and most senior Enterprise CSM
Develop and implement comprehensive client playbooks and Standard Operating Procedures (SOPs) to enhance Customer Success initiatives.
Collaborate closely with Lofty's VP of Customer Success and C-suite executives to develop and execute Customer Success objectives and key performance indicators (KPIs).
Customer Success Manager
Lofty Inc. (Formerly Chime)
05.2021 - 02.2022
Managed mid-market accounts at Lofty, specializing in client growth and retention.
Drove agent adoption through targeted training programs and resource development.
Communicated best practices for utilizing the Lofty platform to optimize real estate business operations.
Collaborated with brokerage and team owners to ensure seamless agent adoption and effective implementation.
Inside Sales Director
The Rains Team Real Estate
08.2017 - 05.2021
Focused on real estate lead generation and conversion strategies.
Managed internal real estate CRM systems to optimize efficiency and data management.
Created marketing materials and implemented automation strategies to enhance outreach and client engagement.
Oversaw agent accountability for sales performance and lead conversion metrics.