Account Manager/Customer Success Manager

Company Description

Haletale provides advanced property management software with seamless white-label customization, empowering property managers, realtors, and mortgage agents to elevate their services. By putting personalized branding at the forefront, Haletale offers property management tools tailored to match each client's unique identity. Our platform simplifies operations such as rent tracking and maintenance requests, while also fostering collaboration among real estate professionals and contractors. As an all-in-one solution, Haletale facilitates networking, connection, and streamlined transaction processes within the real estate industry.

Role Description

You will own the full customer lifecycle - from the moment a new client signs on through their long-term success on the platform. You will be the primary voice of Haletale for our customers, and the primary voice of our customers inside Haletale. Our clients are professional property management operators across Canada and the US. They are experienced, busy, and expect clear, competent communication. You will need to match that standard every day.

What You'll Do

Customer Onboarding & Success –

• Lead end-to-end onboarding for new customers — account setup, data migration guidance, initial training, and go-live.
• Manage ongoing relationships with the existing customer base through email, WhatsApp, Teams, and calls.
• Track customer health metrics and usage patterns to identify accounts at risk of churn — and act before it happens.
• Serve as the first point of escalation for support issues, triaging between self-serve resolution and engineering involvement.

Knowledge & Training –

• Write and maintain support articles that are clear, accurate, and genuinely useful — not filler.
• Build and continuously expand the Haletale Learning Center: structured training materials, how-to guides, video scripts, and onboarding flows. –
• Keep documentation current as the product evolves.

Product & Engineering Collaboration –

• Log, track, and advocate for customer-requested features and improvements with the development team.
• Create detailed, reproducible support tickets so bugs get fixed — not deprioritized.
• Partner with QA to test newly released features before they reach customers.

Marketing & Feature Communication –

• Coordinate with the marketing team on feature launches — timing, messaging, and customer readiness.
• Draft and send customer communications about new features, updates, and platform changes.
• Ensure customers know what is available to them and are actively using it.

What We're Looking For

Non-Negotiable

• Exceptional English — written and spoken. Our clients are native English speakers and professionals. Your communication needs to be clear, confident, and polished without exception.
• 1–3 years in a customer success, account management, or technical support role — ideally within a SaaS company. Experience is not mandatory.
• Demonstrated ability to manage multiple client relationships simultaneously without things falling through the cracks.
• Comfort working directly with technical teams to translate customer problems into actionable tickets.
• Strong writing skills: support articles, client emails, and training materials should come naturally to you.

Strong Advantage

• Experience with property management software or real estate tech.
• Familiarity with tools like Intercom, Zendesk, or similar support platforms.
• Background in creating structured learning content or training programs.
• Experience working in a startup or early-stage team where the scope of the role grew with the company.

How We Work

Haletale is a remote-first team. We communicate clearly, move quickly, and hold a high bar for quality. This role will interact daily with customers, the dev team, and the founders. You will have real ownership and real impact from day one. We are not looking for someone to fill a seat. We are looking for someone who will raise the standard of every customer interaction at Haletale and help us build the customer success function from the ground up.