Own a defined portfolio of Tier 4 customers and serve as their primary point of contact.
Lead onboarding and ensure customers are successfully launched on the Total Expert platform.
Drive product adoption through proactive outreach, training, and best practice guidance.
Conduct account health reviews and develop action plans to improve engagement and outcomes.
Manage renewal conversations and support retention efforts across your portfolio.
Identify growth opportunities within accounts and execute expansion conversations when appropriate.
Monitor customer usage data and engagement trends to proactively address risks.
Document customer interactions, success plans, and outcomes in the Customer Success platform.
Partner cross-functionally with Support, Product, and Sales to advocate for customer needs.
Participate in customer business reviews and performance discussions as appropriate for account tier.

Mortgage industry experience preferred.
Strong curiosity and desire to learn Customer Success.
1–2 years of client-facing experience (support, account coordinator, or similar).
Excellent communication and organizational skills.
Enthusiasm for technology and financial services.
Ability to collaborate closely with a team and follow structured processes.

Associate Customer Success Manager

Key skills