Client Success Manager
New
Remote (U.S.)Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 2-4 years
- Required Skills
- SalesforceHubSpotCRM
Requirements
- 2-4 years of client-facing experience in Client/Customer Success, Account Management, or Client Services at a SaaS, fintech, proptech, title, escrow, or mortgage-tech company.
- Proven retention & expansion abilities, with specific examples of saved, grown, and reference-able accounts.
- Familiarity with title, escrow, closing workflows, or real estate services, including commitment-ready reports, underwriter requirements, and state-by-state search nuance.
- Technical comfort with CRM (Salesforce or HubSpot) and BI dashboards.
- Comfortable with integrations like Qualia, SoftPro, Resware, and TrackerPro for credible conversations.
- Executive presence to run QBRs with executives and leave them better informed.
- Commercial instinct to own renewal numbers, negotiate, and protect margin without damaging relationships.
- Operator mentality: ability to write SOPs, build health-score models, templatize decks, and ship playbooks.
- Direct Customer Success experience at a proptech, title-tech, or mortgage-tech company (Nice to Have).
- Experience owning renewals and driving Net Revenue Retention as a stated target (Nice to Have).
- Prior work inside an early- or growth-stage, VC-backed environment (Nice to Have).
Responsibilities
- Manage a defined portfolio of active Pippin accounts across segments (title agencies, underwriters, lenders, law firms), with clear targets on Net Revenue Retention, Gross Retention, and order-volume growth.
- Build account plans that map each client's buying reasons, KPIs, stakeholder map, order pattern, integration state, and expansion opportunities.
- Drive a structured cadence (weekly tactical, monthly reviews, quarterly business reviews) adjusted to account size and maturity.
- Monitor adoption and order health, intervening early when usage softens.
- Run expansion plays for new states, report types, offices, or integrations, partnering with Sales on material expansions.
- Coach clients on getting more value out of the portal, order tracker, live chat, and integrations (Qualia, SoftPro, Resware, TrackerPro).
- Act as the conduit between clients and Operations for quality, turnaround, or report-format issues.
- Capture product feedback systematically and feed it to Product and Engineering with context for prioritization.
- Own renewals across the book, forecasting accurately, negotiating within guardrails, and keeping Gross Retention at or above target.
- Identify at-risk accounts early, build recovery plans, and escalate proactively.
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