Own the relationship with assigned mid-market accounts post-sales(up to 250K ARR), serving as the primary point of contact for kickoff, out-of-the-box implementation, integration, training and optimization.
Lead client onboarding, out-of-the-box implementation, configuration projects, collaborating with customers’ teams for go-live and ongoing support.
Create and deliver training programs for customer teams.
Be part of the pooled model to answer customer questions and first-level triage.
Execute onboarding and implementation for 80-100 accounts.
Run periodic business reviews with key stakeholders.
Partner with Sales on renewals and upsell opportunities.
Document customer feedback and feature requests.
Monitor customer metrics and usage patterns to identify opportunities for expanded adoption.

3-5+ years of experience in customer success or similar customer-facing role within B2B SaaS, Mortgage, or Lending or fintech.
Proven track record at early-stage startups (50-200 employees).
Minimum 5 year tenure in previous positions, demonstrating stability and impact.
Prior account management or customer management experience essential.
Problem-solving capabilities.
Outstanding communication skills with ability to explain product features, integrations and functionality to various audiences.
Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).

Customer Success Manager

Key skills