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