ca is seeking an exceptional Customer Experience & Success Lead with a results-oriented approach to customer relationships. By combining creative technology, deep market insights, and a seamless user experience, REW.Our goal is to make real estate a more personal experience, guided by care, empathy, and innovation. One of those genius-level ideas is to make REW quite simply the best place in the world to work - and we’d like your help to get there.
We are looking for a Customer Experience & Success Lead with exceptional skills in customer engagement, onboarding, communication, and relationship management to help shape how our customers feel and interact with REW throughout their entire lifecycle. The ideal candidate thrives in a hybrid CX/CS role - someone who can educate and guide customers, monitor health and satisfaction, identify risks and opportunities, and ensure they consistently realize value from our products. In this role, you’ll be deeply involved in optimizing the customer journey, driving retention initiatives, gathering and acting on feedback, and collaborating across teams to improve experience and outcomes.
You will play a key part in strengthening loyalty, preventing churn, championing the voice of the customer, and fostering long-term partnerships that help our clients thrive.
Customer
Onboarding & Education Create and maintain scalable educational resources (videos, emails, knowledge base content). Partner with Product and Marketing to ensure all help materials remain accurate and up to date.
Customer
Engagement, Health & Retention Monitor key health metrics (NPS, engagement, cancellations) and engage customers at critical lifecycle moments. Identify churn risks, execute retention strategies, and lead exit interviews to inform improvements. Work with the Customer Experience Director to strengthen satisfaction and retention processes.
Customer
Journey & Value Realization Map and continually improve the end-to-end customer journey. Help customers define success measures, track ROI, and deliver value reviews for key accounts. Feedback, Advocacy & Community Engagement Build systems to gather, analyze, and act on customer feedback.
Represent the customer voice across internal teams to inform product and service improvements. Identify customer advocates for testimonials and case studies. Support events and recognition initiatives that build loyalty and engagement.
Act as a liaison between customers and internal teams to ensure seamless communication and feedback loops. Participate in strategic planning to advocate for customer needs and insights. Demonstrated ownership and accountability from planning through execution. ~2+ years of experience in customer success or customer experience roles. ~ Empathy-driven approach focused on building long‑term relationships. ~ Proficiency with CRM, CS platforms, and support tools (e.g., Ability to analyze data and customer behavior to identify risks and opportunities. ~ Comfortable collaborating with Marketing, Sales, Product, and Support teams.
In addition to competitive compensation, we provide comprehensive health benefits, pension matching, birthday day off, and team events to keep you connected. We’ll make sure you have the tools to do your best work, from the right equipment to an office stocked with snacks. At REW, we don’t operate in silos - you’ll have opportunities to work with and learn from colleagues across Engineering, Data, Marketing, and Product.
With a talented team under one roof, it’s easy to share ideas, collaborate across functions, and gain exposure beyond your immediate role. Please note, this position is a hybrid role, with required in-office days at our Vancouver offices. Help us make the best company in the world.
If you’re interested in helping to make a rapidly-growing real estate tech company one of the best places in the world to work, you really should join our adventure by applying below. #
📌 Customer Experience & Success Lead (Vancouver)
🏢 REW
📍 Vancouver