Associate Customer Success Manager

Summary

Total Expert provides a customer operating system for financial services that combines context and action to help organizations engage customers effectively. The Associate Customer Success Manager manages a portfolio of Tier 4 customers, driving adoption, engagement, satisfaction, retention, and growth through relationship management, customer guidance, and cross-functional collaboration.

Responsibilities

• Own a defined portfolio of Tier 4 customers and serve as the primary point of contact
• Build strong customer relationships by developing an understanding of each customer's business objectives, priorities, challenges, and desired outcomes
• Lead recurring customer touchpoints, strategic conversations, success planning, and business reviews
• Maintain accurate and timely customer documentation, success plans, risks, action items, and account activity within the Customer Success platform
• Monitor customer health, product usage, engagement, sentiment, and other account signals to proactively identify risks and opportunities
• Develop and execute action plans to address customer risk, improve engagement, and drive stronger adoption and outcomes
• Drive product adoption through proactive outreach, education, training, best-practice guidance, and recommendations aligned to customer goals
• Prepare for and deliver customer business reviews using relevant account data, insights, and recommendations
• Own renewal conversations and execute retention strategies across your portfolio, escalating risks early and engaging the appropriate internal partners when needed
• Identify opportunities for account growth and expansion based on customer needs, business objectives, and product fit
• Partner closely with Sales to support expansion opportunities and ensure alignment on account strategy
• Collaborate cross-functionally with Support, Product, Implementation, Professional Services, and other internal teams to resolve customer challenges and advocate for customer needs
• Demonstrate urgency and strong follow-through on customer commitments, risks, escalations, and internal action items
• Proactively communicate with customers rather than waiting for issues or requests to arise
• Continuously develop knowledge of the Total Expert platform, mortgage and financial services industry, and Customer Success best practices

Skills

• 1–2 years of client-facing experience (Customer Success, Account Coordinator, Support, etc.)
• Interest in developing a long-term career in Customer Success and growing into ownership of larger and more strategic customer relationships
• Strong communication skills with the ability to confidently lead customer conversations and build relationships with a variety of stakeholders
• A customer-first mindset with a genuine interest in understanding customer goals and helping customers achieve meaningful outcomes
• A proactive approach to account management with the ability to anticipate customer needs, identify risks, and take action without waiting for direction
• Strong sense of urgency, ownership, accountability, and follow-through
• Excellent organizational and time-management skills with the ability to manage multiple customers, priorities, and deadlines simultaneously
• Ability to prepare thoroughly for customer meetings and translate account data and activity into meaningful insights and recommendations
• Strong technical aptitude and curiosity, with the ability to independently seek out answers, troubleshoot challenges, and continuously build platform expertise
• **Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time
• Mortgage, banking, financial services, or fintech experience preferred

Qualifications

Must Haves

• 1–2 years of client-facing experience (Customer Success, Account Coordinator, Support, etc.)
• Interest in developing a long-term career in Customer Success and growing into ownership of larger and more strategic customer relationships
• Strong communication skills with the ability to confidently lead customer conversations and build relationships with a variety of stakeholders
• A customer-first mindset with a genuine interest in understanding customer goals and helping customers achieve meaningful outcomes
• A proactive approach to account management with the ability to anticipate customer needs, identify risks, and take action without waiting for direction
• Strong sense of urgency, ownership, accountability, and follow-through
• Excellent organizational and time-management skills with the ability to manage multiple customers, priorities, and deadlines simultaneously
• Ability to prepare thoroughly for customer meetings and translate account data and activity into meaningful insights and recommendations
• Strong technical aptitude and curiosity, with the ability to independently seek out answers, troubleshoot challenges, and continuously build platform expertise
• **Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time

Nice to Haves

• Mortgage, banking, financial services, or fintech experience preferred

Benefits

• The role is also eligible for variable compensation.
• Eligible to participate in the Employee Stock Option Plan.
• Medical insurance
• Dental insurance
• Vision insurance
• HSA (Health Savings Account)
• FSA (Flexible Spending Accounts)
• Company-paid Life Insurance
• Short-Term Disability
• Long-Term Disability
• Flexible Time-Off (FTO)
• Paid Parental Leave
• 401(k) with employer match
• Hybrid schedule with 3 on-site days per week for candidates based in the Dallas, TX or Minneapolis, MN area; remote for qualifying candidates residing outside of those areas.