Technical Customer Success Manager

Firstclose

1d•Remote

About The Position

The Technical Customer Success Manager (Technical CSM) plays a mission-critical role in ensuring FirstClose customers achieve measurable value through our mortgage technology platform while providing advanced technical support across complex workflows. In this hybrid strategic-and-technical position, you will guide assigned accounts through onboarding, adoption, workflow optimization, and continuous improvement, while also troubleshooting product configuration issues, managing incidents, and supporting order processing accuracy. FirstClose is a successful, collaborative, 20-year-old SaaS firm, and if you thrive on problem-solving, cross-functional teamwork, and delivering exceptional customer experiences, we encourage you to apply. As a Technical Customer Success Manager (T-CSM), you will be a trusted advisor and primary technical liaison for FirstClose customers. This role combines relationship management, platform expertise, and problem-solving to ensure customers gain maximum value from the FirstClose platform. The T-CSM will guide customers through product adoption, configuration best practices, and ongoing optimization while monitoring key account health metrics to proactively identify risks and opportunities. In partnership with Sales, Product, and Engineering, the Technical CSM supports renewal strategy, communicates customer and industry needs, and resolves complex technical or operational issues. The ideal candidate brings strong analytical skills, a solid understanding of mortgage workflows, and the ability to communicate effectively with both technical and non-technical stakeholders. This role is critical to driving customer satisfaction, long-term retention, and meaningful business outcomes. This role is ideal for individuals who are passionate about customer satisfaction, possess strong problem-solving and technical skills to thrive in a fast-paced environment. This position is responsible for the ongoing customer care of an assignment segment of FirstClose clients.

Requirements

5+ years’ experience in Customer Success, Account Management, or Support within SaaS, fintech, lending, or mortgage technology.
Strong analytical abilities with experience interpreting usage trends, workflow data, and operational KPIs.
Hands-on experience troubleshooting software issues and managing configuration or change-management updates.
Working knowledge of mortgage operations (e.g., Processing, Underwriting, Closing, Title, Valuation, Flood).
Exceptional communication and stakeholder management skills, comfortable engaging technical and non-technical audiences.
Proficiency with key tools including Microsoft Office, Salesforce, and POS/LOS platforms; familiarity with API integrations, Auth0, and general change-management processes.
Basic background checks and references
Ability to work shifts ranging from 7 AM- 7 PM CST
Direct experience in the mortgage industry (lender, vendor, LOS/POS provider, or mortgage SaaS).
Understanding of regulatory and investor requirements affecting workflow design (TRID, UCD, AUS findings, vendor management standards).

Responsibilities

Serve as the primary technical liaison between customers and internal teamst o triage issues, resolve order discrepancies, manage configuration requests, and escalatecomplexincidentstoT3Engineering with clear documentation.
Drive product adoption and value realization by aligning platform capabilities with mortgage workflows (Title, Valuation, Closing, LOS/POS configurations) and guiding customers through configuration best practices.
Build trusted, advisor-level relationships by understanding each customer’s lending process, ecosystem integrations, and operational KPIs, ensuring solutions support both efficiency and compliance.
Monitor key account health metrics such as usage trends, cycle times, pull-through rates, order quality, and configuration drift to proactively identify risks and improvement opportunities.
Partner cross-functionally with Sales, Product, and Engineering to support renewal planning, communicate customer needs and regulatory considerations, and influence roadmap priorities.
Collaborate with Account Managers on customer engagements including check-ins, QBRs/EBRs, and data-driven recommendations that strengthen adoption, improve operational outcomes, and drive business value.
Support continuous improvement by identifying optimizations, recommending new features or configurations, and completing other responsibilities as needed to enhance customer satisfaction and platform performance.
Complete other duties as assigned