Note: The job is a remote job and is open to candidates in USA. Pippin Title is a nationwide title search company that leverages technology to provide fast and accurate reports to clients in the real estate industry. They are seeking a Customer Success Manager to manage post-sale relationships, ensuring client retention and growth through effective account management and support.
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
Skills
- 2-4 years of client-facing experience in Client/Customer Success, Account Management, or Client Services
- Title, escrow, or real estate underwriting industry experience
- 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 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
- Experience owning renewals and driving Net Revenue Retention as a stated target
- Prior work inside an early- or growth-stage, VC-backed environment
- Experience in transferable roles, like title production software (Qualia, Softpro, Resware, etc) sales or client success, escrow agent
Benefits
- Competitive base plus performance bonus tied to retention and expansion outcomes.
- Equity in a category-defining, venture-backed company.
- Medical, dental, vision, 401(k), and flexible paid time off.
- Fully remote, outcomes-first culture.
Company Overview