Customer Success Advisor, New Homes

Customer Success Advisor, New Homes at Realtor.com®

Location: Scottsdale, AZ 

Are you a customer success expert? Are you eager to build strong client relationships while ensuring customers achieve successful outcomes with our builder products and services? As a Customer Success Advisor, New Homes, you’ll manage a portfolio of builder customers, serve as their main point of contact, and help them navigate our platform to maximize value. If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us and help change the world of real estate, one home at a time.

Top Reasons to Apply:

• Take ownership of a high-value book of business and directly impact customer success and satisfaction.

• Grow your expertise by collaborating with Sales, Product, and Engineering teams to solve real-world challenges.

• Be a trusted advocate for customers, shaping their experience and driving meaningful outcomes that fuel growth.

What You’ll Do:

• Serve as the primary point of contact for 50+ builder customers, supporting a book of business totaling approximately $1M in annual revenue.

• Guide customers through onboarding, data feed implementation, and ongoing support for Realtor.com New Homes products and services.

• Conduct outbound and inbound outreach via phone, email, and video to resolve customer issues and answer product questions.

• Collaborate across internal teams (Engineering, Product, Sales) to escalate and resolve customer issues efficiently.

• Conduct monthly account health checks, track performance, and identify opportunities to drive growth within your portfolio.

• Log and manage customer cases using Salesforce and Jira, ensuring timely follow-ups and documentation.

What You’ll Bring:

• 1+ year of customer care or account management experience.

• Experience with customer data feeds and Salesforce CRM preferred.

• Exceptional communication skills, both verbal and written, with the ability to de-escalate and solve problems.

• Strong critical thinking, attention to detail, and ability to manage multiple priorities.

• Experience using Jira or similar tools preferred; familiarity with technical troubleshooting a plus.

How We Work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together. This will be a hybrid opportunity in our Scottsdale, AZ office. 

How We Reward You:

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

• Inclusive and competitive medical, Rx, dental, and vision coverage

• Family forming benefits

• 13 Paid Holidays

• Flexible Time Off

• 8 hours of paid Volunteer Time Off

• Immediate eligibility into Company 401(k) plan with 3.5% company match

• Tuition Reimbursement program for degreed and non-degreed programs

• 1:1 personalized Financial Planning Sessions

• Student Debt Retirement Savings Match program

• Free snacks and refreshments in each office location