Sales & Success Manager, SmartSale Concierge

The Sales & Success Manager, SmartSale Concierge is a sales and customer success leader who runs a team of Concierge representatives focused on the servicer leads, guiding homeowners in financial hardship through SmartSale, from first contact through listing and sale. Most of these homeowners are referred by their mortgage servicer, and some arrive on their own. The team provides white-glove concierge service and acts as SmartSale's ombudsman back to the servicer on short sale approval and related steps. The Manager is accountable for conversion, with a particular focus on getting homeowners listed, and listed and priced well, as well as service quality and clean handoffs to the Short Sale Coordination team. The ideal candidate has deep customer success experience, strong sales leadership and coaching skills, and real empathy for homeowners in hardship, and is comfortable working with mortgage servicers and loss mitigation processes.

Key Responsibilities

Team Leadership & Performance

Lead, coach, and develop a team of 8–15 Concierge representatives serving homeowners referred through the Servicer Program

Set clear expectations, scorecards, quality standards, and a regular coaching cadence, including call and file reviews and one-on-ones

Balance workloads based on referral volume, urgency, and case complexity

Lead hiring, onboarding, training, and performance management in partnership with HR

Monitor team KPIs, including referral-to-contact rate, speed to first contact, lead-to-list conversion, pricing at listing, price reductions, days on market, listed-to-sold conversion, and homeowner satisfaction.

Homeowner Engagement & Conversion

Ensure representatives deliver timely, empathetic, and clear outreach and guidance to homeowners who may be under significant financial and emotional stress

Drive conversion from referral to engaged homeowner to listing, applying sales leadership discipline to follow-up, persistence, and pipeline management

Qualify and triage homeowners, working with the Retail Market manager to route sellers to the right path

Ensure homeowners understand their options, the process, timelines, and their responsibilities, without providing legal or financial advice

Hold the team to applicable communication and consumer protection requirements, including outreach rules such as TCPA and CAN-SPAM

Listing & Pricing Outcomes

Own the team's success in getting homeowners listed quickly and listed at the right price, and drive down time from referral to live listing

Coach representatives to lead pricing conversations grounded in market data and local agent input, and to set realistic expectations with homeowners without providing financial advice

Work with the agent network and the Short Sale team on pricing strategy and valuation issues that affect servicer approval

Track and act on pricing indicators such as list price versus valuation, price reductions, days on market, and offer activity

Servicer Ombudsman & Relationship Coordination

Serve as the day-to-day point of communication and escalation with servicer partners on referred homeowners, providing status updates and setting expectations

Act as ombudsman back to the servicer on short sale approval progress and related issues, in coordination with the Short Sale Coordination team

Build and share working knowledge of each servicer's requirements, contacts, timelines, and escalation paths across the team

When a homeowner arrives without servicer involvement, lead the effort to engage the servicer and bring it into the process

Share referral performance and outcomes with servicer partners and the VP as applicable

Handoffs & Cross-Functional Partnership

Own a clean, documented handoff from Concierge to listing, and from listing to the Short Sale Coordination team once a contract is executed

Partner with Short Sale Coordination leadership to resolve roadblocks and keep homeowners informed

Work with the agent network to pair homeowners with trained local agents and manage agent performance on Servicer Program files

Partner with Product, Marketing, and Compliance on process, tooling, messaging, and communications

Process Improvement & Reporting

Maintain accurate CRM records, notes, and status tracking across the team

Identify and recommend process, script, and tooling improvements based on team data and homeowner and servicer feedback

Provide regular performance reporting and forecasts to the VP

Knowledge, Skills & Abilities

Customer success leadership: managing complex, high-touch customer relationships and coaching a team to deliver them consistently

Sales leadership skills, including pipeline management, forecasting, conversion coaching, and accountability for results

Ability to coach and lead a team of sales and customer-facing representatives to measurable results

Strong empathy and professionalism with homeowners experiencing hardship, and ability to coach others to do the same

Working knowledge of mortgage servicing, loss mitigation, foreclosure prevention, and the short sale process

Strong communication, negotiation, and escalation skills when working with servicers and other third parties

Metric-driven approach to managing conversion, speed, and quality

High attention to detail and strong follow-through across many concurrent files

Sound judgment on compliance boundaries, including not giving legal or financial advice

Proficiency with CRM (Salesforce or equivalent), Microsoft Office Suite, and call and communication tools

Qualifications

Required

7+ years of experience in customer success, account management, sales, loss mitigation, mortgage servicing, or real estate, in a high-touch, relationship-driven role

3+ years of experience leading, supervising, or coaching a team, ideally of 10 or more

Demonstrated track record of meeting conversion, sales, or service targets

Experience working with distressed or hardship customers, or in a servicer, default, or loss mitigation environment

Availability to support standard business hours with flexibility as needed to meet servicer and homeowner deadlines

Preferred

BA/BS degree or equivalent experience

Experience with short sales, foreclosure alternatives, or REO

Existing relationships with mortgage servicers or loss mitigation teams

Experience in a real estate marketplace, proptech, or sales organization with a high-volume pipeline

Experience coaching teams through a high-volume, regulated outreach environment

Compensation

Annual base salary, plus an annual incentive tied to team conversion, listing outcomes, and service result.

About Auction.com and SmartSale

Auction.com is the nation's leading online marketplace for distressed real estate, connecting sellers, servicers, and millions of registered buyers through technology built for transparency and speed. SmartSale™, powered by Auction.com, extends that marketplace to homeowners who need a better path to sell, including those facing financial hardship. It offers multiple selling pathways, such as auction and direct offers, supported by local agents and a dedicated team. Our work helps sellers protect their equity and gives servicers a documented, compliant route to resolution.