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