Customer Success Manager

Summary

Total Expert is the Customer Operating System for financial services, combining context and action to help humans and AI Assistants engage customers effectively. The Customer Success Manager builds strategic partnerships with mid-market customers, helping them maximize platform value and ROI, drive adoption, retain accounts, and identify growth opportunities.

Responsibilities

• 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

Skills

• Ability to work independently with a strong desire to learn, adapt, and grow
• Resilient, resourceful, curious, and energized by a fast-paced, evolving environment
• Enthusiasm for technology, innovation, and driving success in a growing SaaS company
• Proven ability to manage complex, multi-divisional, and geographically diverse accounts
• A genuine passion for delivering exceptional experiences and measurable outcomes for customers
• Skilled at analyzing complex challenges, identifying root causes, and developing strategic solutions that align with both customer and company goals
• Experience partnering effectively with Sales, Product, Professional Services, and Support teams to drive success
• Ability to communicate and establish trust with stakeholders at all organizational levels, including C-suite executives
• Capable of managing multiple priorities and meeting deadlines under pressure
• High energy, flexibility, and a proactive “can-do” attitude in the face of challenges
• Outstanding written, verbal, and presentation skills; comfortable translating technical details into business value
• Exceptional time management, problem-solving, and analytical abilities
• Highly skilled in MS Excel, PowerPoint, Word, Outlook, and process mapping tools
• 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
• 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
• Experience in the mortgage industry
• Experience with the Total Expert platform
• Experience in financial services, marketing automation, or CRM platforms

Qualifications

Must Haves

• Ability to work independently with a strong desire to learn, adapt, and grow
• Resilient, resourceful, curious, and energized by a fast-paced, evolving environment
• Enthusiasm for technology, innovation, and driving success in a growing SaaS company
• Proven ability to manage complex, multi-divisional, and geographically diverse accounts
• A genuine passion for delivering exceptional experiences and measurable outcomes for customers
• Skilled at analyzing complex challenges, identifying root causes, and developing strategic solutions that align with both customer and company goals
• Experience partnering effectively with Sales, Product, Professional Services, and Support teams to drive success
• Ability to communicate and establish trust with stakeholders at all organizational levels, including C-suite executives
• Capable of managing multiple priorities and meeting deadlines under pressure
• High energy, flexibility, and a proactive “can-do” attitude in the face of challenges
• Outstanding written, verbal, and presentation skills; comfortable translating technical details into business value
• Exceptional time management, problem-solving, and analytical abilities
• Highly skilled in MS Excel, PowerPoint, Word, Outlook, and process mapping tools
• 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
• 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

• Experience in the mortgage industry
• Experience with the Total Expert platform
• Experience in financial services, marketing automation, or CRM platforms

Benefits

• Variable compensation
• Employee Stock Option Plan
• Medical
• Dental
• Vision
• 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