About the Role:

We’re looking for a Customer Success Associate to be the frontline guide for homeowners planning a renovation project. You’ll act as their main point of contact, helping them stay organized, confident, and supported throughout the process.

This role is less about being a renovation expert and more about being an exceptional customer advocate. You’ll use your customer service skills to build trust, maintain progress and momentum, and ensure homeowners feel cared for every step of the way. Meanwhile, you’ll follow structured playbooks and use Realm tooling to nail the renovation-specific guidance, whether that’s helping homeowners narrow their project scope, meet with contractors that are a match for them or sign a construction contract.

You should expect to manage 10-15 homeowners at a given time and work closely with a Strategy & Operations partner, who will provide coaching, guidance, and troubleshooting support during complex situations.

If you have experience supporting customers—whether in sales, customer success, customer support, retail, or other service-oriented roles—and are excited to grow your career in a fast-paced startup environment, this role offers the opportunity to make a meaningful impact while building new skills.

About Realm:

Realm is on a mission to help homeowners complete their renovations and new builds with confidence, ease, and financial clarity. We guide them through every step of the pre-construction journey—from understanding timelines and permitting to refining scope and securing financing. We then match homeowners with high-quality contractors, help set expectations, and support them even after construction begins.

We’re an early-stage startup founded in 2019, building a category-defining platform for home renovation. Our small but mighty team is based primarily in Los Angeles (Culver City).

What You’ll Do:

• Be the primary point of contact for homeowners, delivering empathetic, structured support
• Serve as the main liaison between homeowners and contractors, ensuring clear communication and efficient issue resolution
• Use our playbooks and tools to guide homeowners step by step through their renovation journey, from financing to scope refinement to contractor selection
• Collect feedback and flag patterns to your manager that could improve our process or tools
• Partner with contractors and other stakeholders to ensure smooth handoffs and clear communication
• Represent Realm with warmth, professionalism, and reliability in every interaction

What You’ll Need:

• 2–5 years in customer-facing roles (sales, customer service, retail, hospitality, or support)
• Strong communication skills and natural empathy for customers
• Comfort following structured processes and SOPs while maintaining a personal touch
• Ability to stay organized and juggle multiple homeowners/projects at once
• Willingness to learn and grow in a startup environment
• Based in Los Angeles (hybrid role; 3 days in office)

Nice to Have (But Not Required):

• Experience in customer success or client-facing roles in a tech or services company
• Interest in home design, construction, or renovation (no prior expertise required)

Why Join Us?

• Play a meaningful role in helping homeowners bring their dream renovations to life
• Grow your career in a professionalized customer success role with clear coaching and support
• Competitive compensation and benefits: $55-70k base + commission ($65-80k)
• Collaborative, mission-driven team in a fast-paced startup environment