Customer Success Manager- MCP

PartnerOne is seeking a Customer Success Manager to serve as the relationship anchor for their existing client base. This role involves managing a portfolio of clients, driving renewals, identifying upsell opportunities, and acting as a trusted advisor to optimize the Mortgage Cadence Platform.

Responsibilities:

• Manage a portfolio of MCP clients including banks, credit unions, IMBs, and other mortgage originators across the full post-implementation lifecycle
• Drive renewal of 100% of your client book's contract value; proactively identify at-risk accounts and develop mitigation plans early
• Conduct regular business reviews with client stakeholders — from operational teams through executive sponsors — to demonstrate ROI and align on future roadmap
• Identify, qualify, and close upsell opportunities within existing accounts, including new MCP modules, expanded platform tiers, and incremental capabilities
• Act as a product educator: help clients adopt and maximize MCP features, including Agentic AI workflows, automation tools, and integration capabilities
• Partner with Implementation and Support teams to ensure smooth go-lives and quick resolution of escalations
• Serve as the client's internal advocate — translating their feedback, requests, and frustrations into actionable input for Product and Engineering
• Maintain accurate account health data, renewal forecasts, and pipeline records in CRM
• Represent Mortgage Cadence at industry events and client on-sites as needed
• Collaborate with the Sales team on expansion opportunities that may require a full AE-led sales cycle

Requirements:

• Experience working with mortgage lenders — banks, credit unions, IMBs, or similar — and a working knowledge of the mortgage origination process
• Demonstrated ability to retain and grow a book of business through relationship management, not just reactive support
• Comfort navigating multi-stakeholder client organizations, from operations staff to C-level executives
• Strong written and verbal communication skills; confident presenting to senior audiences
• Experience identifying and closing upsell or expansion opportunities within an existing customer base
• Highly organized with the ability to manage a large, diverse portfolio of accounts simultaneously
• 4+ years of experience in Customer Success, Account Management, or a client-facing role within enterprise SaaS or financial technology
• Direct experience with LOS platforms or other mortgage technology software
• Familiarity with AI-powered automation and the ability to explain AI-driven features to non-technical stakeholders in plain, ROI-focused language
• Experience working with regulated financial institutions and an understanding of compliance sensitivities in the mortgage space
• Prior experience in a role that carried both retention and upsell quota accountability