Lead Product Marketing Manager, Client Experience & Delivery

Recognized as the No. 1 site trusted by real estate professionals, [REDACTED] has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, [REDACTED] not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions.

Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance.

This Product Marketing Manager focuses on how products are delivered, ensuring every product story asserts an agent-first client experience. Sitting at the intersection of brand promise and operational delivery, you will collaborate with PM, Success, Care. This includes designing end to end client engagement programs, including incentivized referral frameworks, and the 'give-to-get' engagement model that deepens loyalty and drives NPS. Every touchpoint this role should reinforce the promise that [REDACTED] is the partner agents trust from search to close.

What You'll Do:

• Market Intelligence: Own the voice-of-client feedback loop as it pertains to experience and satisfaction. Synthesize NPS data, client advisory input, and qualitative research into actionable engagement strategy. Track competitive experience benchmarks across the industry.
• Messaging & Narrative: Develop the messaging framework for client experience programs, including client engagement, referral initiatives, success, and care. Ensure all client-facing communications reflect the agent-first brand promise and the [REDACTED] positioning as a search-to-close solution.
• Go-to-Market Strategy: Design and execute launch strategy for client experience programs and initiatives. Own the creative bill of materials for engagement programs, coordinate with [REDACTED] ecosystem partners, and define success metrics tied to NPS and retention.
• Elite Client Experience Program: Build and manage the comprehensive engagement framework for [REDACTED]'s top 40–50 accounts in partnership with [REDACTED]. Define the experience standard, the touchpoint cadence, and the measurement approach that connects elite experience to renewal and expansion.
• Referral Programs: Own the strategy and execution for the [REDACTED] Referral program. Design the 'give-to-get' engagement and reward framework that motivates client advocacy and accelerates new bookings through organic referral channels.
• Client Lifecycle Engagement: Develop and maintain the end-to-end client engagement model across the full lifecycle — from onboarding through renewal. Collaborate with client marketing teams to ensure value-add offerings (Marketing Studio, Training Academy) are integrated into the experience framework.

How We Work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

What you'll bring:

• 10+ years of experience in product marketing, customer marketing, or client success marketing for a B2B technology or marketplace business
• Bachelor's degree or equivalent experience
• Demonstrated expertise designing customer experience programs, loyalty frameworks, or advocacy initiatives at scale
• Strong storytelling and messaging skills; ability to translate complex program structures into compelling, simple client narratives
• Experience managing cross-functional delivery programs with multiple stakeholders, agency partners, or ecosystem contributors
• Data-driven approach to measuring experience outcomes: NPS, retention, referral conversion, and engagement metrics
• Background in real estate, PropTech, or a two-sided marketplace is a plus; deep empathy for the agent experience is required

Who You Are:

You believe client experience is a growth strategy, not a support function. You've built programs — not just campaigns — that change how clients feel about the brands they work with. You're equal parts strategic and operational: you can design the framework and manage the delivery. You hold a high bar for every touchpoint, because you know that an agent who feels genuinely supported becomes [REDACTED]'s best salesperson.

How We Reward You:

[REDACTED] is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location

Do the best work of your life at [REDACTED]

Here, you'll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you'll find your way home too. At [REDACTED], you'll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return, we'll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.

Diversity is important to us, therefore, [REDACTED] is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, [REDACTED] will provide reasonable accommodations for otherwise qualified disabled individuals.