Note: The job is a remote job and is open to candidates in USA. Total Expert provides a customer operating system for financial services that combines context and action to help organizations engage customers effectively. The Associate Customer Success Manager manages a portfolio of Tier 4 customers, driving adoption, engagement, satisfaction, retention, and growth through relationship management, customer guidance, and cross-functional collaboration.
Responsibilities
- Own a defined portfolio of Tier 4 customers and serve as the primary point of contact
- Build strong customer relationships by developing an understanding of each customer's business objectives, priorities, challenges, and desired outcomes
- Lead recurring customer touchpoints, strategic conversations, success planning, and business reviews
- Maintain accurate and timely customer documentation, success plans, risks, action items, and account activity within the Customer Success platform
- Monitor customer health, product usage, engagement, sentiment, and other account signals to proactively identify risks and opportunities
- Develop and execute action plans to address customer risk, improve engagement, and drive stronger adoption and outcomes
- Drive product adoption through proactive outreach, education, training, best-practice guidance, and recommendations aligned to customer goals
- Prepare for and deliver customer business reviews using relevant account data, insights, and recommendations
- Own renewal conversations and execute retention strategies across your portfolio, escalating risks early and engaging the appropriate internal partners when needed
- Identify opportunities for account growth and expansion based on customer needs, business objectives, and product fit
- Partner closely with Sales to support expansion opportunities and ensure alignment on account strategy
- Collaborate cross-functionally with Support, Product, Implementation, Professional Services, and other internal teams to resolve customer challenges and advocate for customer needs
- Demonstrate urgency and strong follow-through on customer commitments, risks, escalations, and internal action items
- Proactively communicate with customers rather than waiting for issues or requests to arise
- Continuously develop knowledge of the Total Expert platform, mortgage and financial services industry, and Customer Success best practices
Skills
- 1–2 years of client-facing experience (Customer Success, Account Coordinator, Support, etc.)
- Interest in developing a long-term career in Customer Success and growing into ownership of larger and more strategic customer relationships
- Strong communication skills with the ability to confidently lead customer conversations and build relationships with a variety of stakeholders
- A customer-first mindset with a genuine interest in understanding customer goals and helping customers achieve meaningful outcomes
- A proactive approach to account management with the ability to anticipate customer needs, identify risks, and take action without waiting for direction
- Strong sense of urgency, ownership, accountability, and follow-through
- Excellent organizational and time-management skills with the ability to manage multiple customers, priorities, and deadlines simultaneously
- Ability to prepare thoroughly for customer meetings and translate account data and activity into meaningful insights and recommendations
- Strong technical aptitude and curiosity, with the ability to independently seek out answers, troubleshoot challenges, and continuously build platform expertise
- **Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time
- Mortgage, banking, financial services, or fintech experience preferred
Benefits
- The role is also eligible for variable compensation.
- Eligible to participate in the Employee Stock Option Plan.
- Medical insurance
- Dental insurance
- Vision insurance
- HSA (Health Savings Account)
- FSA (Flexible Spending Accounts)
- Company-paid Life Insurance
- Short-Term Disability
- Long-Term Disability
- Flexible Time-Off (FTO)
- Paid Parental Leave
- 401(k) with employer match
- Hybrid schedule with 3 on-site days per week for candidates based in the Dallas, TX or Minneapolis, MN area; remote for qualifying candidates residing outside of those areas.
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