Technical Customer Success Manager

FirstClose is an innovative finance technology provider that delivers property and borrower data intelligence to financial institutions. The Technical Customer Success Manager plays a critical role in ensuring customers achieve value from the mortgage technology platform by providing technical support and guiding them through onboarding and workflow optimization.

Responsibilities:

• Serve as the primary technical liaison between customers and internal teams to triage issues, resolve order discrepancies, manage configuration requests, and escalate complex incidents to T3 Engineering with clear documentation
• Drive product adoption and value realization by aligning platform capabilities with mortgage workflows (Title, Valuation, Closing, LOS/POS configurations) and guiding customers through configuration best practices
• Build trusted, advisor-level relationships by understanding each customer’s lending process, ecosystem integrations, and operational KPIs, ensuring solutions support both efficiency and compliance
• Monitor key account health metrics such as usage trends, cycle times, pull-through rates, order quality, and configuration drift to proactively identify risks and improvement opportunities
• Partner cross-functionally with Sales, Product, and Engineering to support renewal planning, communicate customer needs and regulatory considerations, and influence roadmap priorities
• Collaborate with Account Managers on customer engagements including check-ins, QBRs/EBRs, and data-driven recommendations that strengthen adoption, improve operational outcomes, and drive business value
• Support continuous improvement by identifying optimizations, recommending new features or configurations, and completing other responsibilities as needed to enhance customer satisfaction and platform performance
• Complete other duties as assigned

Requirements:

• 5+ years' experience in Customer Success, Account Management, or Support within SaaS, fintech, lending, or mortgage technology
• Strong analytical abilities with experience interpreting usage trends, workflow data, and operational KPIs
• Hands-on experience troubleshooting software issues and managing configuration or change-management updates
• Working knowledge of mortgage operations (e.g., Processing, Underwriting, Closing, Title, Valuation, Flood)
• Exceptional communication and stakeholder management skills, comfortable engaging technical and non-technical audiences
• Proficiency with key tools including Microsoft Office, Salesforce, and POS/LOS platforms; familiarity with API integrations, Auth0, and general change-management processes
• Basic background checks and references
• Ability to work shifts ranging from 7 AM- 7 PM CST
• Direct experience in the mortgage industry (lender, vendor, LOS/POS provider, or mortgage SaaS)
• Understanding of regulatory and investor requirements affecting workflow design (TRID, UCD, AUS findings, vendor management standards)