Senior Customer Success Manager
About The Position
Mortgage Automator is on a mission to revolutionize the lending industry by providing a comprehensive, end-to-end platform that eliminates the manual bottlenecks of private lending. Our innovative software empowers lenders to streamline their entire pipeline from origination and underwriting to automated servicing and investor reporting, so they can focus on scaling their business with confidence. As one of the fastest-growing FinTech companies in North America, Mortgage Automator is customer-centric, ambitious, and deeply rooted in the lending community. We are building the "operating system" for private lenders, fostering a culture of ownership, high-speed execution, and decentralized decision-making. We’re looking for a Senior Customer Success Manager to serve as a high-impact strategic partner to our most complex clients. In this role, you aren’t just managing a software subscription; you are transforming how private lenders operate. You will oversee a portfolio of high-value accounts, ensuring they transition from legacy manual processes to a fully optimized digital workflow. As a Senior CSM, you are the bridge between a lender’s business objectives and our technical capabilities, driving long-term health, retention, and expansion.
Requirements
- 5+ years of experience in Customer Success, Account Management, or Consulting, specifically within FinTech, PropTech, or Private Lending.
- Proven experience managing a book of business exceeding $1M+ in ARR.
- Expert-level proficiency in Salesforce or HubSpot, with an ability to leverage CRM data for proactive outreach.
- Strong understanding of the North American mortgage landscape and regulatory environment.
Responsibilities
- Own the post-onboarding lifecycle for a portfolio of premium private lenders. You will be responsible for Net Revenue Retention (NRR), conducting Executive Business Reviews (EBRs) that align our platform’s roadmap with the client’s multi-year growth targets.
- Deeply analyze client operations to drive "stickiness." You will identify gaps in their usage of our Investor Portal, Automated Document Generation, and Servicing tools, consulting on how to reduce their Time-to-Fund and operational overhead.
- Proactively identify opportunities for account growth. You will partner with Sales to navigate renewals and upsell premium features, ensuring Mortgage Automator scales alongside the client’s assets under management (AUM).
- Act as the "Voice of the Customer" at the leadership level. You will synthesize market trends and client feedback into actionable insights for our Product and Engineering teams, influencing the future of mortgage technology.
- Mentor junior team members and contribute to the development of "Success Playbooks" that standardize excellence across the CS department.
Benefits
- Competitive salary
- Performance-based bonuses
- Flexible hybrid work environment
- Competitive paid vacation package designed to ensure you have the space to unplug and recharge throughout the year.
- Dedicated personal leave that supports your total well-being, whether you need time for physical recovery or a mental health break.
- Flexible schedule that blends collaborative office time with the convenience of working from home.
- Enjoy a monthly team lunch on the company to celebrate wins and connect with colleagues.
- We foster a culture of continuous learning with internal opportunities for professional development.
- A professional and supportive environment equipped with the tools and technology you need to succeed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
