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About the Role

Own the ongoing success of a portfolio of customers, helping them achieve business outcomes through Lone Wolf solutions. Serve as a trusted advisor, customer advocate, and internal orchestrator throughout the post-sale journey. Understand customer success goals, drive adoption and value realization, identify risks, and coordinate resources to ensure customer progress.

Responsibilities

• Develop a deep understanding of each customer’s business, priorities, workflows, stakeholders, and desired outcomes.
• Translate customer objectives into clear success criteria, milestones, and an actionable customer Success Plan.
• Identify adoption gaps and opportunities using product knowledge, customer conversations, usage data, and business context.
• Guide customers toward workflows and behaviors that help them realize greater value from Lone Wolf solutions.
• Conduct regular, proactive virtual meetings based on customer needs, segment, risk, and opportunity.
• Lead purposeful conversations to share updates & insights, provide best practices, address obstacles, and ensure clients derive ongoing value.
• 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.
• Coordinate effectively across Support, implementation, Product, Sales, and other teams to deliver a connected customer experience.
• Maintain ownership of customer communication, internal alignment, and follow-through.
• Ensure customers are positioned for renewal by helping them achieve measurable value, maintaining strong stakeholder alignment, and surfacing risks well before the renewal date.
• Partner closely with Sales or the appropriate commercial owner to provide an accurate, evidence-based view of account health, outcomes, and renewal risk.
• 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.
• A vocal team player and emerging leader who speaks up, contributes ideas, and helps lift the team through positivity, initiative, and knowledge-sharing.
• Strong written and verbal communication skills; ability to simplify complex topics and tailor messages to the audience.
• Solid problem-solving skills and a proactive approach to managing customer needs and resolving issues.
• Collaborative and resourceful; knows when to own tasks and when to involve teammates or other departments.
• A keen interest in technology and helping customers adopt software to improve their business.
• Experience in real estate is an asset but not required.

Skills

• Customer Success
• Account Management
• SaaS
• Consultative Skills
• Discovery
• Active Listening
• Problem Diagnosis
• Communication Skills
• Problem-Solving
• Collaboration
• Technology Adoption

Experience Level

• 3+ years

Salary/Compensations

• $75,000 - $85,000

About the Company

• Lone Wolf provides solutions that help customers achieve meaningful business outcomes.