Customer Success Enablement Manager

About This Role

Description

Who are we?

Lofty is a high\-growth, global SaaS company serving the residential real estate market. Powered by Agentic AI, our solutions address the daily pain points faced by real estate agents, teams and brokerages, empowering them to launch effective marketing campaigns, capture and convert leads into meetings, and close more deals faster.

Our technology helps agents and teams market smarter, respond faster, and close more deals. We eliminate the busywork so agents can focus on what they do best \- building relationships and growing their business. Join us on our exciting journey and help shape the future of technology within the real estate space!

What’s the job?

Lofty is hiring a Phoenix\-based Customer Success Enablement Manager (SMB) to lead day\-to\-day operations for our remote SMB Customer Success Representative team.

This is a highly analytical, execution\-focused role responsible for improving the efficiency, quality, and scalability of our customer success motion. You’ll optimize workflows, implement AI\-driven automation, and drive measurable improvements in customer outcomes \- with Net Revenue Retention (NRR) as your primary success metric.

You’ll serve as the operational backbone of the SMB CS function, partnering across teams to ensure consistent execution, clear visibility, and continuous improvement.

Team Leadership \& Execution

• Manage and coach a team of SMB Customer Success Representatives (remote, overseas).
• Own daily prioritization, coverage, and performance management.
• Drive accountability through clear expectations, feedback, and coaching.

Operational Cadence \& Process Ownership

• Own daily and weekly operating rhythms including queue management, escalations, QA, and playbook adherence.
• Build and maintain structured workflows that improve consistency and output quality.
• Maintain SOPs, playbooks, escalation paths, and training materials.

Data, Metrics \& Performance Visibility

• Build KPI visibility across retention and operational performance, including: NRR drivers and churn risk; Adoption and usage signals; Response times and resolution speed; CSAT, QA, and productivity metrics
• Identify trends, risks, and opportunities through data analysis.

Process Optimization \& Experimentation

• Identify bottlenecks and root causes across the CS workflow.
• Run experiments to improve outcomes (process changes, playbooks, tooling).
• Continuously refine systems to increase efficiency and scalability.

AI\-Driven Automation

• Evaluate and implement AI tools to reduce manual work (summaries, tagging, routing, follow\-ups, knowledge retrieval).
• Build lightweight automations including workflows, templates, and prompt/playbook libraries.
• Drive adoption of AI\-enabled processes across the CS team.

Cross\-Functional Partnership

• Partner with Sales, Product, Support, and RevOps to improve handoffs and customer outcomes.
• Ensure alignment across teams on customer lifecycle, data, and workflows.

What’s the work location?

You’ll be based out of our stunning, light\-filled headquarters in the Warehouse District of Downtown Phoenix—a 17,000\-square\-foot space designed for collaboration, creativity, and connection. During onboarding and training, you’ll work in\-office five days a week to build momentum, meet your teammates, and ramp up with hands\-on support. Once key KPIs and performance metrics are met, you’ll transition to a hybrid schedule of three in\-office days per week—giving you the flexibility to balance focused work and in\-person collaboration.

What’s the earning potential ($$$)?

First\-year earnings? This role offers a base salary starting at $80,000 and a 20% bonus with opportunities for growth based on performance.

Requirements

What are we looking for?

• 2\+ years of experience in Customer Success, CS Ops, Support Ops, RevOps, or a similar operations\-focused role.
• Bachelor's degree in Business, Communications, or Operations related field or similar experience
• Strong analytical and problem\-solving skills, with comfort working across metrics, funnels, and segmentation.
• Experience managing or leading teams (or strong readiness to step into a management role).
• “AI\-native” mindset \- actively using modern AI tools to improve workflows and execution.
• Familiarity with Claude or similar AI platforms for analysis, writing, and automation.
• Excellent written communication and documentation skills.
• Ability to manage distributed teams across time zones.
• Highly organized with strong attention to detail and follow\-through.

Preferred

• Experience improving retention and renewal metrics (NRR, GRR).
• Familiarity with CRMs, ticketing systems, and BI/reporting tools.
• Experience with automation tools (Zapier, Make, or similar) or lightweight scripting.
• Experience building QA programs, scorecards, or coaching frameworks.

Anything else? Absolutely! Benefits and Perks

This is a place where every day we are inspired by our teammates, encouraging each other to be our best. The environment is friendly and supportive! And we feel it’s important to reward our team with competitive pay and benefits. Here are some of the highlights:

• AI\-First Innovation: We’re building toward becoming an AI\-native company — and our employees are part of that journey. You’ll have access to leading AI tools, hands\-on learning opportunities, and real\-world exposure to how AI is transforming business. We believe the future belongs to those who learn it early — and we invest in helping you do exactly that.
• Health Insurance: FREE medical coverage for employees for one of our plan options! And the ability to add dependents or choose an alternative plan and still receive a credit to keep costs down.
• Paid Time Off: Work hard, play hard! In addition to 10 holidays, we offer three weeks of paid time off so that you can achieve a healthy work\-life balance.
• Paternity Leave: We support our team members as they grow their families! Once you qualify for FMLA, you are eligible to receive up to 6 weeks of paid paternity time to bond with a new child.
• Employee Assistance Program: We are proud to offer free access to SupportLinc, a global platform that provides on\-demand care as you navigate personal or professional challenges. This confidential and compassionate support system is available to you and your family members anytime you need help.
• Team Building: We may work across time zones and countries, but we’re still united. We host a monthly schedule of team activities, quarterly town halls, open Q\&A sessions, and other special events…so many fun ways for us to connect and support one another.
• Growth Opportunities: When our people grow…we grow! We offer leadership training, development journeys for core teams, and coaching/mentoring opportunities. Constant growth and development are inherent in our culture.
• Tools To Do The Job: We ensure you are hooked up with the tools, equipment, and systems you need. We begin the process prior to your start date, so you are ready to rock ‘n roll on your first day.
• What Else? We provide a 401(k) company match and 100% company\-paid life/AD\&D insurance/short\-term disability. Our ultimate goal is to support you and your overall wellness.

Join our growing team and let’s have fun building this business together!