Client Success Manager

Pippin Title

1d•Remote

About The Position

The Client Success Manager is the owner of the post-sale relationship at Pippin. You'll manage a mixed book of title agents, underwriters, lenders, and law firms — keeping them successful, retained, and growing. You'll quarterback everything that happens after implementation: adoption, order volume, quality feedback, expansion into new states or report types, integration enhancements, and renewal. You are the single face of Pippin for your accounts, and the voice of your accounts inside Pippin.

Requirements

4–6 years of client-facing experience in Client/Customer Success, Account Management, or Client Services at a SaaS, fintech, proptech, title, escrow, or mortgage-tech company.
Proven retention & expansion — you can point to specific accounts you saved, grew, and made reference-able.
Industry familiarity — you understand title, escrow, closing workflows, or real estate services, and can talk credibly about commitment-ready reports, underwriter requirements, and state-by-state search nuance (or can ramp on it quickly).
Technical comfort — fluent in a CS platform (Gainsight, Catalyst, ChurnZero, or similar), CRM (Salesforce or HubSpot), and BI dashboards; comfortable enough with integrations to have a credible conversation about Qualia/SoftPro/Resware/TrackerPro.
Executive presence — you can run a QBR with a title agency owner or the VP of Operations at a national underwriter and leave them better informed than when they walked in.
Commercial instinct — you're comfortable owning a renewal number, negotiating, and protecting margin without damaging the relationship.
Operator mentality — you write the SOP, build the health-score model, templatize the QBR deck, and ship the retention playbook rather than waiting.

Nice To Haves

Direct Customer Success experience at a proptech, title-tech, or mortgage-tech company.
Experience owning renewals and driving Net Revenue Retention as a stated target.
Familiarity with ALTA best practices and the day-to-day of title agent or underwriter operations.
Prior work inside an early- or growth-stage, VC-backed environment.

Responsibilities

Manage a defined portfolio of active Pippin accounts across segments (title agencies, underwriters, lenders, law firms), with clear targets on Net Revenue Retention, Gross Retention, and order-volume growth.
Build account plans that map each client's buying reasons, KPIs, stakeholder map, order pattern, integration state, and expansion opportunities.
Drive a structured cadence — weekly tactical with ops leads, monthly reviews with team leads, quarterly business reviews with executive sponsors — adjusted to account size and maturity.
Monitor adoption and order health — dashboard signals, order mix, volume trends, integration usage — and intervene early when usage softens.
Run expansion plays — new states, new report types (commercial, energy, foreclosure, two-owner, etc.), additional offices, new integrations — and partner with Sales on material expansions.
Coach clients on getting more value out of the portal, order tracker, live chat, and integrations (Qualia, SoftPro, Resware, TrackerPro).
Be the conduit between clients and Operations when there are quality, turnaround, or report-format issues — diagnose fast, mobilize the right internal team, and close the loop with the client.
Capture product feedback systematically and feed it to Product and Engineering with enough context (client size, segment, use case, frequency) for them to prioritize.
Protect the Pippin Experience — set realistic expectations during onboarding, recover strongly when something goes wrong, and convert recovery moments into trust.
Own renewals across the book — forecast them accurately, negotiate within guardrails, and keep Gross Retention at or above target.
Spot and qualify expansion — when a client is ready for more volume, a new report type, or a deeper integration, move fast and involve Sales where appropriate.
Identify at-risk accounts early, build recovery plans, and escalate proactively rather than on the quarterly surprise.