Customer Success Manager

CANDID is the mortgage growth operating system built by top-producing loan originators. As a Customer Success Manager, you will own a portfolio of accounts, driving platform adoption and expansion revenue while maintaining strong client relationships.

Responsibilities:

• Own a portfolio of active accounts — serve as the primary relationship owner and escalation point for a book of mortgage clients
• Drive adoption — monitor platform usage against portfolio benchmarks, identify underutilization, and run enablement to close the gap
• Own expansion revenue — identify upsell and cross-sell opportunities (additional seats, platform add-ons, marketing and recruiting modules), qualify them, and close them
• Build quantified business cases — frame every recommendation in terms of revenue gained, time saved, or risk reduced; never pitch features alone
• Identify and engage the right champion — work past daily users to the decision-makers who can approve expansion
• Manage account health — track health status, support case volume, and usage trends; intervene early on at-risk accounts and build save strategies
• Maintain Salesforce as the system of record — keep opportunity records, revenue items, activity tracking, and health status accurate and current
• Run pilots and contract amendments — stand up pilot groups for new product adoption, and execute contract amendments through signature and revenue recognition
• Lead business reviews — deliver recurring reviews that connect platform usage to the client's production goals
• Partner cross-functionally — work with Support, Product, and Sales on escalations, roadmap feedback, and renewals

Requirements:

• 2+ years of hands-on Salesforce experience — this is a hard requirement. You should be fluent navigating opportunities, custom objects, reports, dashboards, and list views without hand-holding. Salesforce is where the work happens in this role, not an afterthought
• 3+ years in customer success, account management, or a comparable client-facing role at a B2B SaaS company
• Demonstrated ownership of a revenue number — retention, expansion, net revenue retention, or quota
• Strong commercial instincts: you can identify an opportunity, build the case, and ask for the business
• Comfort working with usage and financial data to find patterns and support recommendations
• Excellent written and verbal communication; able to hold credible conversations with owners, VPs, and C-level executives
• Highly organized with the ability to manage a portfolio of accounts and competing priorities independently
• Salesforce Administrator certification or equivalent depth
• Mortgage, lending, real estate, or fintech industry experience
• Experience with a CRM or marketing automation platform sold into mortgage or financial services
• Familiarity with LOS platforms (Encompass, Mortgage Machine, or similar)
• Experience running pilot programs or structured product adoption plans
• Track record of expansion selling into an existing book of business