5 Minutes with Carlos
In this installment of our “5 Minutes With” series, we sat down with Carlos McCallister (Director of Customer Success) to learn how he drives organizational buy-in, tackles proptech’s complexities, and balances life as a dad.
Prior to joining the New Development industry, you worked in Customer Success for a number of industries. What’s one consistent factor you’ve noticed that’s vital for project success regardless of industry?
Organizational buy-in is absolutely critical, because if department heads and frontline users aren’t all committed to the same tools and processes, you encounter duplicate work, missing data and endless internal handoffs that derail momentum. Questions will inevitably come up, so I make it my mission to ensure every Spark user knows exactly where to go— whether it’s a quick help article or reaching out to our team—for the answers they need to keep projects on track.”
Since joining Spark, what has been the most interesting thing you’ve noticed about the Proptech industry?
The sheer complexity behind selling a single unit. Marketing funnels, municipal approvals, construction, finance, conveyancing—dozens of people and systems need to work together to make it all happen. When I bought my property in the past, I only dealt with an agent, but it’s so much more complex behind the scenes.
That complexity is also really exciting, because if we can help our clients save a few minutes of time each day, those small wins can quickly scale into hours and days saved across their organization and make a huge impact.
As Director of Customer Success, what is the single most important consideration for a new project launch amidst our current turbulent market?
It’s all about the buyer’s experience. In today’s market, buyers have countless options and a wider selection of available inventory. If you aren’t competing on the lowest price then your team needs to ask the right questions, understand what drives each buyer, and deliver a first interaction that shows genuine care. Projects that excel on Spark are those where the sales experience is finely tuned to today’s buyer needs, rather than relying on methods from three or five years ago.
What do you enjoy most about working at Spark?
I love working for a company that solves real problems and makes a difference in people’s day-to-day work. I come to work excited because we’re helping organizations hit their goals, especially in challenging markets. Give me problems to solve, and if our tool can save someone ten minutes, that’s a win. If we give them back an hour, that’s a game changer.
One of my most memorable moments here was organizing a mid-year team outing. I gave everyone on the team the same dinner budget and let them decide how to spend it. One team member maxed out on drinks, another meticulously balanced entrées and dessert, and people were making trades to utilize their budgets to the fullest. Watching their personalities and working styles come into play in such an unexpected setting was hilarious but also representative of their collaborative approach when helping our customers succeed.
What has been the biggest change for you in becoming a father?
Becoming a dad completely reset my mental priorities. Before, I was always thinking about work or the next problem to solve. Now, when I’m with my son, it’s about being present—watching him learn, playing together, and just hanging out. I’m more deliberate about unplugging and giving him my full attention. It’s better for him, and I return to work recharged and more focused.
