Client Success Manager-Elevate

Position Title: Client Success Manager

FLSA Status: Non-Exempt
Date Created/Last Evaluated: February 2025
Reports to: Director Client Success-Elevate
Department: 125 – Customer Service
Employment Status: Full Time
Supervisory Responsibilities: No
Location: Remote

Summary

The Client Success Manager (CSM) is a high-touch, relationship-driven role focused on providing concierge service to real estate agents. This position is responsible for onboarding, ongoing support, proactive client engagement, and ensuring seamless implementation of tools and services. The ideal candidate has a friendly, caring personality, knowledge of the real estate industry, and a passion for helping agents scale their business.

Required Skills

• 2+ years in client success, concierge services, account management, or real estate-
  related roles
• Familiarity with real estate transaction management, CRMs, and agent workflows
• Strong communication and relationship-building skills
• Ability to troubleshoot technical issues and coordinate with vendors for resolutions
• A proactive, solution-oriented mindset with a passion for helping agents grow

Essential Functions

• Product Knowledge
• Knowledge of basic data analysis to assess client usage patterns, identify opportunities
  for improvement, and offer data-driven solutions
• Understanding how the software integrates with other platforms or tools that clients
  may be using
• Knowledge of API concepts or third-party integrations (depending on the software
  product).
• Excellent written and verbal communication to convey complex information in a simple,
  clear, and concise manner
• Ability to engage clients at different levels (e.g., decision-makers, users, technical
  teams) with tailored messaging
• Ability to continuously track and improve client satisfaction and retention
• Skilled at managing emotions in difficult situations, remaining calm, and offering
  practical solutions

Working Hours and Location

• Remote

Physical Demands

• The employee is regularly required to stand and sit. Must be able to operate a computer and telephone.

About Fathom Holdings Inc. (Nasdaq: FTHM)

Fathom Holdings Inc. is a national, technology-driven, real estate services platform integrating residential brokerage, mortgage, title, insurance, and SaaS offerings to brokerages and agents by leveraging its proprietary cloud-based software, intelliAgent.  The Company’s brands include Fathom Realty, Encompass Lending, Verus Title, intelliAgent, and Real Results.  For more information, visit www.fathomrealty.com.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the position.  All employees may have other duties assigned at any time.