Customer Success Ops

Who We Are

Perchwell is the modern real estate listings platform built for agents to search smarter, collaborate better, and close deals faster. We are building the future of residential real estateʼs critical listings infrastructure: a platform where market  research and client collaboration converge. Our modern architecture enables continuous innovation at a pace legacy systems cannot match, with AI-powered features and mobile-first capabilities designed for how agents actually work. As consumer expectations and technology evolve, Perchwell remains focused on our core vision:  empowering real estate professionals with the most intelligent, data-driven, and connected platform in the industry.

Backed by leading venture capital firms including Lux Capital and Founders Fund, along with strategic partnerships with some of the country's top Multiple Listing Services (MLSs), Perchwell represents the first major new platform to enter the listings technology market in decades. This unique combination of institutional investment and deep industry alignment provides both the resources and market validation needed to transform the multi-trillion dollar residential real estate industry.

What We're Looking For

We’re looking for a Customer Operations powerhouse — a Swiss Army knife who thrives at the intersection of Customer Success Management, Launch Operations, and Market Expansion. You’ll be the glue connecting customers, Sales, and Product, bringing order to the chaos that comes with growth. This role is ideal for someone who’s eager to take ownership, build scalable processes, and help shape the customer experience foundation of a fast-moving SaaS company.

You’re comfortable operating in ambiguity with limited tools, energized by problem-solving, and unafraid to dive into a messy system and make it better. You bring a proactive mindset, strong attention to detail, and a genuine excitement about connecting with customers and driving operational excellence.

What You'll Do

• Serve as a bridge between Customer Success, Operations, and Product/Engineering, ensuring communication flows seamlessly and blockers are removed efficiently.

• Partner cross-functionally with internal and external stakeholders to ensure successful MLS implementations, launches, and onboarding and enablement (expect periodic travel to different regions).

• Build and refine internal processes and playbooks to streamline the customer experience and drive operational scalability.

• Engage directly with customers to gather feedback, troubleshoot issues, and guide them through launch and adoption.

• Represent the company at industry conferences and meetings, strengthening relationships and gathering market insights.

• Bring structure to complexity by identifying gaps, designing solutions, and implementing process improvements that elevate customer outcomes.

• Support Jira ticketing workflows to ensure prompt attention and remediation to address customer-related product questions and requests.
  

Required For This Role

• 4–8 years of experience in Customer Success, Operations, or related roles — ideally within Proptech, real estate, or SaaS environments.

• Experience in market launches or go-to-market operations, ideally involving complex systems or multiple stakeholder groups.

• Proven ability to learn new tools quickly and manage work in Jira or similar systems.

• Exceptional organizational and problem-solving skills; you’re known for bringing clarity and structure to ambiguous situations.

• Customer-first mindset — you thrive on understanding customer needs and translating them into actionable outcomes.

• A strong communicator who can influence without authority and keep multiple teams aligned.

• A proactive and positive thinking, solutions-driven mindset.
  
  In this role, you’ll work out of our New York City HQ in Soho, Manhattan at least 4 days/week.

Bonus Points for the Following:

• Fluent in real estate terminology and experience engaging with MLSs, brokerages, and agents.

• Experience working with Jira, Intercom, Notion, Fathom, Monday.com, and Hubspot.

Salary Range

To provide greater transparency to candidates, we share base salary ranges for all US-based job postings regardless of state. Our ranges are based on function and level benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including skills, job-related knowledge and depth of work experience.

The compensation for this position is $120-150K base salary + equity + benefits

Benefits

• Flexible PTO, plus 10 paid company holidays

• 401K with a company match

• Medical, dental, and vision plans

• HSA and FSA options

• Commuter benefits

• Parental leave

• Company-wide onsite or offsite each year

• Beautiful office in Soho, Manhattan with a stocked kitchen, catered breakfast and lunch once per week, happy hours and meet-ups

Note: At this time, we are only considering candidates who are authorized to work in the U.S.