Client Success Manager - Emerging and Inside Sales

The Client Success Manager (CSM) is responsible for guiding clients, fostering relationships, and advocating for their business goals within a high-volume portfolio, focusing on retention, growth, and collaboration across various internal teams.

Location: United States

Salary: $82,800–$101,200/yr

Responsibilities

• Serve as the primary point of contact for operational contacts, maintaining and growing client relationships.
• Build trusted advisor relationships with key operational leaders.
• Build, personalize, & deliver quarterly business reviews (QBRs).
• Ensure overall success and retention of clients.
• Drive PPE adoption and align PPE usage with business objectives.
• Monitor and assess the health of client relationships.
• Formulate and manage action plans for client goals, challenges, risks, and growth opportunities.
• Own forecasting and prioritization for client renewals.
• Identify new business opportunities and collaborate with sales.
• Collaborate with internal teams to drive healthy client relationships.
• Represent the voice of the customer in leadership meetings.
• Plan and execute webinars and virtual events.
• Utilize technology and automation tools to streamline workflows.
• Create referenceable customers through case studies and speaking engagements.
• Stay informed about new releases, products, and industry trends.
• Travel to customer sites and meetings (approx. 15%).
• Perform other duties as assigned.

Requirements

• Bachelor's degree or equivalent experience.
• At least 3 years in a client-facing role such as Client Success, account management, consulting, or client services.
• At least 3 years of experience in mortgage pricing and eligibility using a product and pricing engine.
• Experience with Optimal Blue's Product and Pricing engine is a plus.

Benefits

• Wide range of benefits including medical, dental, vision, life insurance, disability, 401(k) with company match.
• Minimum of 10 vacation days, sick leave, 8 holidays, and 2 personal holidays.
• Diversity and inclusion initiatives.

Additional Information

• FLSA Designation: Non-Exempt.
• Salary range: USD$82,800–USD$101,200 per year.
• Additional compensation may include sales commissions.
• Travel approximately 15%.