Strategic Customer Success Manager

Blend

4d•$107,000 - $126,000

About The Position

Blend is building Intelligent Origination: AI agents, like Blend Autopilot, embedded directly in how banks, credit unions, and mortgage lenders originate loans. Our customers aren't just buying software. They're changing how their lending teams work. As a Strategic Customer Success Manager, you make sure that change pays off for a portfolio of our largest and most complex customers across mortgage, home equity, and consumer lending. You're part of the account team with Account Executives, Solutions Engineers, Professional Services, and Support. The AE owns the commercial relationship, including renewals and expansion. You own value realization, adoption, and customer health. You turn platform data into benchmarked recommendations and surface the insights that make growth conversations easy.

Requirements

8+ years in customer-facing roles at a B2B SaaS company, a consulting firm, or a lending institution (bank, credit union, or mortgage lender). Enterprise customer success experience is strongly preferred.
Deep knowledge of lending operations from application to close. Mortgage and home equity experience is a plus.
Comfortable with metrics. You can walk a customer through their performance data and use it to start a conversation about what to improve.
Open to AI. You're eager to learn and try new AI tools as they come out, and you help customers see what they can do for their teams.
A trusted executive advisor. You have outstanding presentation and writing skills and are comfortable discussing operational, technical, and financial value with C-level leaders.
A collaborator who holds the line. You rally internal teams around the customer and hold both sides to what was agreed.

Nice To Haves

Mortgage and home equity experience is a plus.

Responsibilities

Define and deliver value. Align with each customer on their strategic priorities and the KPIs that measure success, such as application-to-close conversion, digital verification rates, pull-through, and days to fund. Maintain a joint account plan with owners, dates, and commitments on both sides.
Lead business reviews that change decisions. With the AE, show customer leadership how they perform against peer-cohort benchmarks and give them a prescriptive roadmap built on Blend data. Track every action item to close.
Drive adoption. Design each customer's training and enablement plan from implementation onward, and coordinate delivery with Support, Solutions Engineers, and other Blend teams. Get customers using the features they already pay for, and explain what each new release means for their operations and borrowers.
Guide customers into Intelligent Origination. Help customers pilot, adopt, and measure AI agents like Blend Autopilot. Lead their teams through the change of working alongside AI, and bring the results back to Product.
Protect the account. Monitor health and sentiment, flag risk early, and lead recovery plans.
Be the customer's voice inside Blend. Coordinate Support, Professional Services, Product, and other teams so the customer gets one answer from Blend, and escalate when needed.
Fuel growth. Surface whitespace and new use cases to the AE, backed by data and strong relationships.

Benefits

Medical, dental, and vision benefits, with a generous employer contribution
Company-paid life, short-term, and long-term disability coverage
Generous PTO, holidays, and maternity/parental leave
Employee Assistance Program (EAP): mental health, legal, childcare & eldercare, financial planning, college search, and more
Voluntary benefits: accident, critical illness, hospital indemnity, identity theft, and legal insurance
Monthly wellness stipend for fitness, mental health, and well-being
Milk Stork
Pet insurance
Paid volunteer time off
401(k) retirement plan with company match
Pre-tax savings: healthcare & dependent care FSAs, Limited Purpose FSA, and HSA