Head of Customer Success
Role Overview & Key Responsibilities:
As Head of Customer Success, you will build, lead, and scale the Customer Success function at Mortgage Automator. You will serve as a strategic partner across Product, Sales, Onboarding, Support, and Marketing, working cross-functionally to drive customer value, retention, and lifetime expansion. You will be the client advocate and help to design the frameworks, systems, and team culture that ensures customers succeed with our platform and become long-term advocates.
Customer Success Strategy &
Execution
Design, implement, and own the
end-to-end customer success strategy
Build customer journey maps, segment
strategies, and health scoring models
Develop and deploy scalable playbooks
across lifecycle stages (adoption, renewal, upsell, advocacy)
Team Leadership & Development
Build and manage a
high-performing CS team, starting with CSMs
Define KPIs,
compensation frameworks, SOPs, and coaching cadences
Lead regular
1-on-1s, performance reviews, and growth development sessions
Retention, Expansion & Advocacy
Reduce churn by proactively managing
customer risk and engagement
Collaborate with Product and Support
to resolve issues before they escalate
Drive account expansion via contextual
upsells (integrations, packages, add-ons)
Support Marketing with review
generation (G2, Capterra, Serchen) and success story development
Product Collaboration & Customer
Insights
Serve as the primary voice of the
customer to Product and Development
Build and manage structured feedback
loops (feature requests, pain points, UX friction)
Leverage data and usage patterns to
guide roadmap recommendation
Automation, Systems & Data
Integrity
Implement tech-touch strategies,
onboarding tours, and in-app education
Work within and optimize HubSpot for
customer lifecycle management
Ensure strong data hygiene, usage
tracking, and CRM health across all CS workflows
Cross-Functional Collaboration
Partner with Sales and Onboarding to
ensure smooth handoffs and accurate customer expectations
Align with Onboarding on customer
readiness and early experience metrics
Work with Marketing to define ICPs and
gather actionable user insights
Collaborate with Support/Client
Solutions on client escalations and ticket trends
Requirements
Leadership Experience: 5 - 7 years in Customer Success or very similar, including 3+ years in a senior leadership/head-level role in a SaaS company in CS, Onboarding or very similar.
SaaS Expertise: Proven experience scaling a CS function in a B2B SaaS environment with a complex platform (FinTech/lending/ERP a plus)
Product-Led Thinking: Deep understanding of customer journeys, lifecycle metrics, and tech-enabled CS strategy●
Tools Savvy: Proficient with CS and CRM tools, HubSpot (preferred), in-app guidance tools, and feedback collection platforms
Analytical & Operational: Skilled at building dashboards, defining KPIs, tracking retention/churn/expansion metrics
Client-Facing Acumen: Strong interpersonal and communication skills, capable of holding strategic conversations with executives and clients
Builder Mentality: Able to roll up sleeves to create from scratch, whether that’s processes, teams, leveraging and implementing automation and AI, dashboards, or SOPs
Benefits
Mortgage Automator was started in 2013 as a simple document-generating tool for a small private lender in Toronto, Canada. Since then, the software has evolved significantly to encompass every possible feature and account for all the unique lending scenarios. Mortgage Automator is a cutting-edge technology company specializing in providing innovative, automated solutions for the private lending industry.