Customer Success Manager
New
P
Partner One CapitalFinancial Technology
United StatesFull-TimeManager
Salary100,000 - 150,000 USD per year
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Job Details
- Experience
- 4+ years of experience in Customer Success, Account Management, or a client-facing role
- Required Skills
- Account ManagementRelationship managementCRMCustomer SuccessSaaS
Requirements
- Experience working with mortgage lenders (banks, credit unions, IMBs) and knowledge of the mortgage origination process.
- Demonstrated ability to retain and grow a book of business through relationship management.
- Comfort navigating multi-stakeholder client organizations from operations to C-level.
- Strong written and verbal communication skills.
- Experience identifying and closing upsell or expansion opportunities.
- Highly organized with ability to manage a diverse portfolio.
- 4+ years of experience in Customer Success, Account Management, or a client-facing role within enterprise SaaS or financial technology.
- Direct experience with LOS platforms or other mortgage technology software.
- Familiarity with AI-powered automation and explaining features to non-technical stakeholders.
- Experience working with regulated financial institutions and understanding of compliance sensitivities.
Responsibilities
- Manage a portfolio of MCP clients including banks, credit unions, IMBs, and other mortgage originators across the full post-implementation lifecycle.
- Drive renewal of 100% of your client book's contract value; proactively identify at-risk accounts and develop mitigation plans early.
- Conduct regular business reviews with client stakeholders to demonstrate ROI and align on future roadmap.
- Identify, qualify, and close upsell opportunities within existing accounts.
- Act as a product educator for MCP features, including Agentic AI workflows and automation tools.
- Partner with Implementation and Support teams to ensure smooth go-lives and resolution of escalations.
- Serve as the client's internal advocate by translating feedback into input for Product and Engineering.
- Maintain accurate account health data, renewal forecasts, and pipeline records in CRM.
- Represent Mortgage Cadence at industry events and client on-sites as needed.
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