Customer Success Manager - MLS & Associations

As a Customer Success Manager (CSM) at Lone Wolf, you will own the ongoing success of a portfolio of MLS and Association customers and help them achieve meaningful business outcomes through our solutions. You will serve as a trusted advisor, customer advocate, and internal orchestrator across the post-sale journey. Your role is to understand what success means for each customer, translate those goals into a clear plan, drive adoption and value realization, identify risk early, and coordinate the right resources to keep the customer moving forward. This is not simply a relationship-management or issue-escalation role. Our CSMs are expected to take accountability for the customer experience, lead with insight, maintain strong operational discipline, and ensure customers and internal teams have a clear understanding of goals, progress, risks, and next steps.

Our MLS and Association customers serve thousands of real estate professionals, and their success is measured both by their own organizational health and by the value they deliver to their members. You will work with executive leaders, staff, and board members to align our solutions to their strategic priorities.

Responsibilities:

• Own Customer Outcomes: Develop a deep understanding of each customer's business, priorities, workflows, stakeholders, and desired outcomes, including their governance structure, member needs, and strategic goals. Translate those objectives into clear success criteria, milestones, and an actionable customer Success Plan.
• Drive Adoption and Value: Use product knowledge, customer conversations, usage data, and business context to identify adoption gaps and opportunities across the organization and its membership. Guide customers toward the workflows and behaviors that will help them realize greater value from Lone Wolf solutions.
• Lead Proactive Engagement: Conduct regular, proactive virtual and in-person meetings (1:1 or group) based on customer needs, segment, risk, and opportunity. Lead purposeful conversations with staff, executives, and, as needed, boards and committees to share updates and insights, provide best practices, address obstacles, and ensure customers are deriving ongoing value from their investment.
• Manage Customer Health and Risk: Continuously assess customer health indicators and usage data to proactively identify potential risks early, diagnose root causes, and lead documented recovery plans with clear actions, owners, timelines, and communication.
• Orchestrate the Customer Experience: Coordinate effectively across Support, implementation, Product, Sales, and other teams to deliver a connected customer experience. While you may not personally perform every action, you will maintain ownership of customer communication, internal alignment, and follow-through.
• Build Renewal Readiness: Ensure customers are positioned for renewal by helping them achieve measurable value, maintaining strong alignment with executive and board-level stakeholders, and surfacing risks well before the renewal date, accounting for governance processes, budget cycles, and formal review timelines. Partner closely with Sales or the appropriate commercial owner to provide an accurate, evidence-based view of account health, outcomes, and renewal risk.
• Contribute to Team Excellence: Share knowledge, contribute ideas, strengthen playbooks and best practices, and help build a culture of accountability, learning, collaboration, and continuous improvement.

Requirements:

• Customer-first mindset with a passion for driving customer outcomes and delivering value through every interaction
• 3+ years of experience in a customer-facing Success role (Customer Success, Account Management, or similar) in a SaaS environment
• Demonstrated ability to understand customer business needs and connect software adoption to measurable outcomes
• Strong consultative skills, including discovery, active listening, problem diagnosis, and the ability to guide or challenge customers constructively
• Experience managing a portfolio of customers with competing priorities, risks, and deadlines
• Executive presence and comfort engaging senior leaders and presenting to boards, committees, or other group audiences
• A vocal team player and emerging leader: you speak up, contribute ideas, and help lift the team through positivity, initiative, and knowledge-sharing
• Strong written and verbal communication skills: you know how to simplify complex topics and tailor your message to your audience
• Solid problem-solving skills and a proactive approach to managing customer needs and resolving issues
• Collaborative and resourceful: you know when to own it and when to loop in teammates or other departments
• A keen interest in technology and helping customers adopt software to improve their business
• Preferred: Experience with MLS, REALTOR® associations, or other membership-based or governance-driven organizations, or a strong working knowledge of the real estate industry
• Willingness to travel up to 20% for customer meetings and industry events