What are the responsibilities and job description for the Customer Success Manager position at The Mortgage Office (Applied Business Software Inc.,)?
Customer Success Manager Job Overview The Mortgage Office is the leading provider of loan servicing, origination, and fund administration software for private lenders, CDFIs, specialty lenders, third-party servicers, municipalities, and Tribal Nations. We're building a world-class customer success function to transform how we deliver value to our diverse customer base. This role is perfect for professionals who excel at customer support, technical problem-solving, and building strong relationships that drive retention. As a Customer Success Manager at The Mortgage Office, you'll own gross retention and drive product adoption across a portfolio of strategic accounts. You'll serve as an escalation point for complex customer issues and stalled adoption initiatives, ensuring customers maximize value from our platform. Working closely with Account Executives, you'll identify expansion opportunities while reporting to the Head of Customer Success and Senior Director of Account Management and Customer Success. Key Responsibilities Own gross retention targets and drive product adoption across your assigned portfolio Serve as escalation point for customer issues and stalled adoption initiatives Monitor customer health scores and proactively address risk indicators Conduct strategic business reviews focused on value realization and ROI Partner with Account Executives to identify and pursue expansion opportunities Investigate and resolve complex customer issues requiring backend analysis Troubleshoot customer reporting discrepancies and data concerns Help customers understand and utilize API capabilities for custom reporting needs Analyze customer usage patterns to identify adoption barriers Collaborate with Support team on technical escalations Work with Onboarding team to ensure smooth post-implementation adoption Create and refine retention playbooks based on customer feedback Document customer needs to influence product roadmap priorities Drive feature utilization through targeted enablement and training Qualifications Experience: 3-5 years in Customer Success or related B2B SaaS role with proven track record driving product adoption and retention Customer Focus: Strong ability to understand customer needs and translate them into successful outcomes Communication: Excellent verbal and written communication skills with ability to conduct effective business reviews Problem-Solving: Ability to investigate and resolve customer issues with analytical approach CRM Proficiency: Experience with CRM systems, HubSpot strongly preferred Industry Knowledge: Background in B2B SaaS required; experience with loan servicing or origination industries is a plus Preferred Technical Skills (helpful but not required): SQL knowledge for investigating backend data and resolving customer issues Excel proficiency for analyzing customer data and identifying patterns Understanding of REST APIs to troubleshoot integration and reporting challenges Power Query experience to help customers optimize their data workflows Familiarity with customer success platforms (Vitally, ChurnZero, Gainsight) Benefits & Perks Competitive Salary and Benefits Package ($100,000 - $130,000 OTE) Comprehensive health, dental, and vision coverage 401(k) with company funded match Professional development and training programs Flexible work arrangements Performance-based bonuses Modern workspace with on-site amenities Awesome company Christmas party Why Join The Mortgage Office? Competitive Compensation Attractive salary with performance bonuses. Comprehensive Benefits Health coverage, retirement savings plan, and more. Innovative Environment Work with cutting-edge technologies in a collaborative setting. Professional Growth Access to training and development programs to advance your career. Impactful Work Contribute to solutions that are transforming the private lending industry. At The Mortgage Office, we are committed to building a diverse team. We celebrate different ideas and believe that a variety of perspectives makes us stronger. We are proud to be an equal opportunity employer and welcome all qualified applicants. Company DescriptionApplied Business Software, Inc. (ABS) is the creator of The Mortgage Office, the leading platform for private lending and loan servicing. Since 1978, we’ve built, sold, and supported powerful software used by lending institutions of all sizes around the world. The Mortgage Office is known for its stability, reliability, and the exceptional satisfaction of the clients who rely on it every day.
Salary : $90,000 - $130,000
