Customer Success Operations Manager

Customer Success Operations Manager Job Overview The Mortgage Office is a leading provider of loan servicing, origination, and fund administration software that empowers private lenders, CDFIs, specialty lenders, third-party servicers, municipalities, and Tribal Nations to efficiently manage every aspect of their lending operations. With decades of industry experience, The Mortgage Office delivers a robust, highly configurable platform that streamlines complex financial workflows and enables clients to operate with precision, compliance, and scalability.We're seeking a Customer Success Operations Manager to architect the operational foundation of our Customer Success organization while building automation systems that drive qualified expansion opportunities to Account Management. This hybrid role combines CS infrastructure development with revenue operations automation, creating the technical backbone for both customer retention and growth. You'll serve as the technical architect who enables both CS and AM teams to focus on strategic customer relationships rather than manual processes. Working closely with our RevOps Manager and Senior Analyst – AI Integration, Strategy & Ops, you'll ensure customer success initiatives align with broader revenue strategies and leverage emerging AI capabilities for maximum impact.Key ResponsibilitiesCustomer Success Infrastructure (40%)Technology Stack ArchitectureLead evaluation and implementation of CS platform (Vitally, ChurnZero, or equivalent) integrated with HubSpot CRMDesign real-time product usage tracking infrastructure for loan management softwareBuild behavioral tracking to identify both risk indicators and expansion signalsEstablish bi-directional data flows between HubSpot, CS tools, and The Mortgage Office platformImplement data governance standards ensuring <5% discrepancy rate across systemsHealth Scoring & Risk ManagementEnhance existing health scoring models with more granular metrics and behavioral indicatorsAdd product usage depth, feature adoption rates, and engagement patterns to current scoringCreate predictive indicators that identify risks and opportunities earlier in the customer lifecycleBuild automated intervention playbooks based on specific score changes and thresholdsAccount Management Automation (30%)Lead Generation & QualificationBuild automated systems to identify expansion opportunities from usage patternsCreate lead scoring models for upsell/cross-sell opportunitiesDesign workflows that route qualified opportunities to AM team with contextImplement product usage triggers that signal upgrade readinessDevelop account intelligence reports for AM preparationPipeline AccelerationAutomate renewal notifications 120 days before expiration with account insightsCreate expansion opportunity alerts based on volume growth patterns, feature usage, and support patternsBuild competitive intelligence triggers from support interactionsDesign automated nurture campaigns for different expansion scenariosProcess Design & Automation (20%)Customer Journey OptimizationPartner with onboarding team to track time-to-value metrics and identify optimization opportunitiesCreate post-onboarding engagement workflows and adoption trackingBuild automated customer lifecycle workflows from adoption through renewalDevelop playbooks for customer escalations and expansion opportunitiesOperational ExcellenceAnalyze support ticket patterns to identify product adoption gaps and customer pain pointsBuild knowledge base and resources that enable customer self-serviceCreate feedback loops between CS, AM, Onboarding, Support, and Product teamsDesign workflows for CS-driven interventions and proactive outreachAnalytics & Reporting (10%)CS Metrics: Health scores, adoption rates, time-to-value, support trendsAM Intelligence: Expansion pipeline, renewal forecasts, account potential scoringRevenue Impact: NRR/GRR by segment, CLV analysis, churn impact modelingOperational Efficiency: Automation ROI, ticket deflection, process cycle timesPredictive Intelligence: Churn prediction models, expansion propensity scoring, support volume forecastingQualificationsExperience: 3 years in Customer Success, Revenue, or Sales Operations (B2B SaaS required)Operational Excellence: Proven track record building operations that support both CS and AM functionsHubSpot Expertise: Advanced HubSpot CRM expertise (workflows, custom objects, reporting, sequences)CS Platforms: Hands-on experience implementing CS platforms (Vitally, Gainsight, ChurnZero, or similar)Product Analytics: Experience with Pendo or similar product analytics platformsData Management: Experience with metadata creation, tagging strategies, and data taxonomy developmentIntegration Expertise: Experience with webhooks, event streaming, and real-time data synchronizationCustomer Segmentation: Proven ability to design and implement meaningful customer segments and cohortsIntegration Experience: API integration experience for system connectivityAnalytics Tools: BI tools proficiency (Power BI, Looker, or similar)Data-Driven: Experience using operational data to drive strategic insights and improvementsPreferred Qualifications:Vitally platform experience including playbook design, custom traits/events, and success milestone configurationData mapping and transformation experience for customer health scoringMulti-stakeholder account mapping and relationship trackingSQL skills for data analysis and custom reportingExperience in lending, loan servicing, or financial services industriesExcel and Power Query expertise for data analysis and reportingMarketing automation experience for nurture campaignsRevenue intelligence platform experience (Gong, Chorus, etc.)Customer data platform (CDP) implementation experienceKey PartnershipsSuccess in this role requires close collaboration with key stakeholders:RevOps Manager: Partner on data architecture, system integrations, and ensure CS operations align with overall revenue operations strategySenior Analyst – AI Integration, Strategy & Ops: Collaborate on predictive analytics, automated insights, and AI-driven opportunities for customer successCustomer Success & Account Management Teams: Enable with tools, processes, and insights that drive retention and expansionOnboarding Team: Provide data insights on time-to-value and adoption patterns to optimize customer onboardingSupport Team: Leverage ticket data to identify trends and opportunities for proactive customer successProduct & Engineering: Influence roadmap with customer insights and implement product usage trackingBenefits & Perks Competitive Salary and Benefits Package ($90,000 - $110,000 OTE)Comprehensive health, dental, and vision coverage401(k) with company funded matchProfessional development and training programsPerformance-based bonusesModern workspace with on-site amenitiesAwesome company Christmas partyWhy Join The Mortgage Office?Competitive CompensationAttractive salary with performance bonuses.Comprehensive BenefitsHealth coverage, retirement savings plan, and more.Innovative EnvironmentWork with cutting-edge technologies in a collaborative setting.Professional GrowthAccess to training and development programs to advance your career.Impactful WorkContribute to solutions that are transforming the private lending industry.This is a unique opportunity to be the founding architect of our Customer Success operations while directly impacting revenue growth. You won't just be implementing predetermined processes - you'll be a strategic partner in designing how we deliver value to customers and identify expansion opportunities. Your expertise will shape our approach to customer retention, health monitoring, and revenue expansion for years to come.We're looking for someone who brings strong opinions based on experience, challenges assumptions constructively, and can balance strategic thinking with hands-on execution. You'll have the autonomy to build something meaningful while working closely with leadership to ensure alignment with our business goals.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 - $110,000