Company Overview

Capitalize is transforming the $6 trillion commercial real estate (CRE) debt market with AI-driven technology that enhances transparency, improves lead quality, and accelerates deal efficiency. We empower capital markets, investment sales, lenders, and investors with the data and technology needed to fuel revenue growth and enable smarter decision-making. Join us in reshaping the future of CRE finance through AI and innovation.

Summary

Comp: $90K–$120K base + 20–30% bonus

Location: Preferred in Newport Beach, CA (open to hybrid across LA / OC / San Diego)

Capitalize.io is one of the fastest-growing AI/proptech companies in commercial real estate. We help commercial mortgage brokers, lenders, investment-sales brokers, and CRE investors source new deals using real-time liens, maturities, SREO portfolios, borrower contact data, distress signals, and AI-driven matching. 300+ companies rely on Capitalize today — and we're scaling fast.

We’re hiring a high-performing, analytical, PLG-native Head of Customer Success to take full ownership of the customer lifecycle. This person will drive activation, adoption, retention, and expansion across a high-velocity book of SMB and mid-market accounts.

Core Responsibilities

• Reduce churn by building proactive engagement, renewal, and risk-mitigation processes
• Increase adoption via hands-on onboarding, scalable training, and customer education
• Drive seat expansion & PQLs by identifying usage gaps and spotting product-qualified signals
• Build repeatable playbooks for onboarding, lifecycle management, health scoring, renewals, and QBRs
• Work cross-functionally with Product to relay customer feedback and influence roadmap
• Partner with Sales to optimize handoffs, expansion workflows, and commercial strategy
• Implement systems, dashboards, and analytics to track health, activation, NRR, and usage
• Own renewals, churn metrics, customer satisfaction, and lifecycle KPIs
• Build and manage onboarding sequences, lifecycle nudges, and automated touchpoints
• Improve help center content, documentation, and customer training materials
• Handle customer escalations with urgency and professionalism