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Customer Success

Implementation Specialist

Remote (US / San Diego Preferred) · Full-time

About Unreal

Unreal is an AI-powered SaaS platform transforming prospecting for real estate professionals and property-service businesses. We let users instantly identify ideal properties, uncover verified owner contacts, and launch targeted outreach — all in one seamless tool. With strong product-market fit and expansion into property services, we're poised for rapid growth.

Role Overview

We're signing customers faster than our founding team can onboard them — and how well a customer's first two weeks go is the single biggest factor in whether they stay. As our Implementation Specialist, you'll own that entire experience. You'll run kickoff calls, configure accounts, lead live training on the map, enrichment, dialer, and CRM workflows, and check in proactively to catch problems before they become cancellations. You'll also build the playbook and training library that lets this function scale past you. This role sits at the center of the company: closest to the customer, and the clearest voice back into product.

Key Responsibilities

  • Own end-to-end onboarding: Kickoff call, account setup, data migration, and first-week activation for every new customer.
  • Run live training: 1:1 and small-group sessions covering the map, enrichment, dialer, tables, deals, and CRM workflows.
  • Build the playbook: Create and maintain the onboarding playbook and training library so customers can self-serve and the team can scale.
  • Drive adoption proactively: Check in on a fixed cadence, spot usage drops, schedule retraining, and surface expansion opportunities.
  • Close the product loop: Capture friction from real calls, log issues cleanly, and help prioritize fixes with engineering.
  • Partner with GTM: Support warm handoffs from sales, help convert trials into paying customers, and stay the trusted contact as accounts grow.
  • Track everything: Log every onboarding and check-in in HubSpot with clean notes and accurate fields.

Qualifications

  • 2–4 years in customer success, implementation, onboarding, or account management at a SaaS company — or equivalent client-facing experience in real estate.
  • Operationally excellent. You build checklists, close loops, and never leave a customer waiting.
  • Highly computer literate — fluent in CRMs, spreadsheets, and screen-share tools, and fast at learning new software.
  • Real estate fluent. You understand property types, ownership structures, and the difference between a broker, a wholesaler, and a tenant rep. You don't need to have been a broker, but you need to speak the language credibly on day one.
  • A calm, clear teacher. You can walk a 60-year-old broker through new software without making them feel behind.
  • Patient with detail, graceful at redirecting, and able to still land a clear next step.
  • Available to work core PT/MT business hours.

Bonus Points

  • Prior CRE, brokerage, title, or property-services experience.
  • Experience as a Customer Success Manager, Implementation Specialist, or Onboarding Lead at an early-stage SaaS company.
  • HubSpot proficiency.
  • Comfort producing short async training videos (Loom or similar).
  • Based in San Diego and open to in-person collaboration 2–3 days per week.

Interview Process

  • Intro call (30 min) — discuss your experience and fit.
  • Training exercise (45 min) — teach us something you know well, then walk through how you'd onboard a new customer.
  • Live product session (45 min) — learn a piece of Unreal, then teach it back.
  • Founder & team chat (1 hr) — deep dive on vision and collaboration.