Client Relationship Manager
Castle
Castle is the finance app that saves homeowners time and money.
Homeowners use Castle to pay for and track all of their home expenses in one place. Castle then monitors those transactions for opportunities to save. The average Castle customer saves more than $10,000 on their home.
Housing affordability is a major problem in the U.S. At Castle, we believe that homeowners deserve better data when it comes to managing their biggest asset. We’re building payments infrastructure for the largest consumer category in the U.S. — to help people automate, consolidate, and reduce their spend.
As a Client Relationship Manager at Castle, you will be the key liaison for Castle customers, and responsible for ensuring customers have the best possible experience with Castle. In this role, you will interface directly with homeowners, including onboarding new customers, fielding support inquiries, and proactively directing users to the right resources. You’ll be the human bridge between homeowners and our product—ensuring every customer feels confident, supported, heard, and empowered to manage their home finances.
Within the Castle team, you will help create and coordinate solutions and customer resources to continually improve the customer journey. This role is perfect for someone who thrives on helping others, enjoys problem-solving, and has a passion for homeownership, renovation, or real estate.
Core responsibilities include:
Managing support interactions across email, chat, and phone—ensuring customers feel heard and helped quickly.
Triaging and resolving customer issues by directing them to the right Castle features, services, or savings opportunities.
Proactively identifying opportunities to improve the customer experience and coordinating with product/engineering to execute these ideas. Escalating bugs and technical problems as necessary.
Contributing to customer success documentation, support workflows, and feedback loops with the product team.
Nurturing qualified leads and running Castle consultation and onboarding calls to help convert new customers into satisfied long-time Castle users.
What you'll need:
Exceptional verbal and written communication skills with ability to clearly and concisely convey complex information in a friendly, empathetic tone.
Customer obsession with a love of homes and homeowners.
Strong problem-solving instincts and a bias toward action when supporting customers.
Confident using Castle’s support tools and knowledge base (e.g. HubSpot and Notion; Webflow experience a plus).
Qualifications:
2+ years in a customer success, support, client services, client relationship management, or operations role, ideally at a startup or consumer-facing tech company.
Experience leading customer onboarding and support processes end-to-end, including shaping the overall customer experience and building support resources and systems from 0 to 1.
Experience with or deep interest in homeownership, renovation, or real estate industries.
Attention to detail and familiarity with managing inbound inquiries and support channels across multiple formats (email, live chat, calls).