Lead, Customer Success - Adwerx

About Adwerx

Adwerx, an Imaginuity brand, is an industry-leading digital advertising automation platform known for helping real estate and mortgage professionals win more business and stay ahead of their competition. Scalable for businesses of any size, Adwerx provides personalized advertising solutions that enable customers to reach new audiences and nurture existing relationships. Find out more at

Remote Status:
Hybrid

Location:

Durham, NC

As a Lead, Customer Success, you’ll play a key role in elevating the customer experience while supporting team performance and operational excellence. This role serves as a senior escalation point, quality leader, and trusted resource for the Customer Success team. We’re looking for someone who brings strong judgment, empathy, and a proactive mindset to every interaction. You’ll partner cross‑functionally, support coaching and call quality initiatives, and help drive projects that improve processes, customer satisfaction, and revenue outcomes.

Our ideal candidate thrives in a fast‑paced environment, takes ownership of complex customer situations, and is passionate about helping both customers and teammates succeed. This role will be based out of our Raleigh‑Durham, NC office on a hybrid schedule.

• Serve as a senior escalation point for complex or high-priority customer issues, ensuring timely and thoughtful resolution.
• Conduct QA and call reviews to monitor service quality, identify trends, and provide actionable coaching feedback.
• Acts as a day‑to‑day resource and mentor for team members, providing guidance and support on customer situations and best practices.
• Support onboarding and ongoing training of Customer Success team members to reinforce service standards and best practices.
• Partner cross‑functionally with Product, Sales, and Operations teams to resolve customer issues and improve workflows.
• Manage and support projects that drive operational improvements, customer experience enhancements, and revenue impact.
• Identify trends in customer feedback and recommend process improvements to increase efficiency and satisfaction.
• Maintain accurate documentation in CRM and internal systems and ensure strong follow-through on customer commitments.
• Act as a role model for customer communication, professionalism, and accountability.

• 4+ years of experience in Customer Success, Customer Support, Account Management, or a related field.
• Experience handling escalated or complex customer situations with professionalism and sound judgment.
• Experience conducting QA, call reviews, or coaching team members.
• Strong project management skills with the ability to manage multiple priorities and drive initiatives forward.
• Excellent written and verbal communication skills with strong attention to detail.
• Comfort working in a fast‑paced, technology-driven environment.
• Experience with CRM platforms.
• Experience working cross‑functionally with Product, Sales, or Engineering teams.

• 90% of employee medical paid by the company (coverage for individuals).
• 50% of employee dental paid by the company.
• Short-Term Disability Insurance.
• Supplemental Healthcare.
• 401k Employer Match (100% match up to 6% of salary).
• 6 Weeks of Paid Time Off (PTO).
• Annual Bonus Plan.
• Paid Parental Leave.
• Hybrid Work Environment.
• Generous Employee Referral Program.
• Casual Dress Code.
• Free Snacks & Beverages.
• Mentoring Opportunities.
• Professional Development Opportunities.

Imaginuity is committed to complying fully with all applicable laws ensuring equal employment opportunities. Accordingly, it is the policy of Imaginuity to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, sex (including gender, gender identity, transgender status, pregnancy, childbirth, or related medical conditions), religion, creed, national origin, age, actual or perceived disability, sexual orientation, marital status, military or veteran status, ancestry, genetic predisposition, citizenship status, domestic violence victim status, familial status, unemployed status, criminal history, protected activity (e.g., opposition to prohibited discrimination or making a complaint of discrimination or harassment or retaliation), or any other characteristic protected under applicable federal, state, or local law.

This policy governs all aspects of employment, including, without limitation, recruitment, job assignment, promotions, transfers, compensation, access to benefits, training, discipline, and terminations. No person is authorized to act in a manner contrary to this commitment to equal employment opportunity.