Customer Success Manager

What you’ll be doing: 

• Champion Customer Success: Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable results. 

• Understand the Ecosystem: Gain deep knowledge of each customer’s tech stack, system integrations, and dependencies to optimize their use of Total Expert. 

• Be a Trusted Advisor: Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer’s goals. 

• Drive Retention and Growth: Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accounts. 

• Ensure Customer Satisfaction: Monitor sentiment and engagement to proactively drive retention and reduce risk. 

• Measure Success: Track and report progress toward the customer’s definition of success, demonstrating clear business value over time. 

• Develop Executive Relationships: Engage with stakeholders across all levels—including executives—to understand key objectives, challenges, and performance indicators. 

• Conduct Business Reviews: Lead regular strategic and operational reviews to assess outcomes, alignment, and next steps. 

• Optimize Processes: Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivity. 

• Increase Adoption and Engagement: Drive active usage, deliver training, and promote adoption of new features and functionality. 

• Advocate for the Customer: Serve as the customer’s voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancements. 

• Document and Report: Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platform. 

• Contribute to a Growth Culture: Continuously looking for ways to enhance customer experiences and internal processes. 

What we are looking for:  

• Self-Starter with Growth Mindset: Ability to work independently with a strong desire to learn, adapt, and grow. 

• Thrives in Startup Culture: Resilient, resourceful, curious, and energized by a fast-paced, evolving environment. 

• Tech-Savvy and Passionate: Enthusiasm for technology, innovation, and driving success in a growing SaaS company. 

• Strategic Relationship Builder: Proven ability to manage complex, multi-divisional, and geographically diverse accounts. 

• Customer-Centric Mindset: A genuine passion for delivering exceptional experiences and measurable outcomes for customers.  

• Decisive Problem Solver: Skilled at analyzing complex challenges, identifying root causes, and developing strategic solutions that align with both customer and company goals. 

• Cross-Functional Collaborator: Experience partnering effectively with Sales, Product, Professional Services, and Support teams to drive success. 

• Executive Credibility: Ability to communicate and establish trust with stakeholders at all organizational levels, including C-suite executives. 

• Strong Multitasker: Capable of managing multiple priorities and meeting deadlines under pressure. 

• Positive and Energetic: High energy, flexibility, and a proactive “can-do” attitude in the face of challenges. 

• Excellent Communicator: Outstanding written, verbal, and presentation skills; comfortable translating technical details into business value. 

• Organized and Analytical: Exceptional time management, problem-solving, and analytical abilities. 

• Proficient in Tools: Highly skilled in MS Excel, PowerPoint, Word, Outlook, and process mapping tools. 

• Up to 25% travel required 

What sets our top performers apart: 

• Experience in the mortgage industry preferred 

• Experience with the Total Expert platform a plus 

• 3+ years of experience in Customer Success, Account Management, or Management Consulting (or a similar client-facing role) 

• 2+ years of experience in a SaaS or technology organization 

• Experience in financial services, marketing automation, or CRM platforms a plus