Associate Customer Success Manager

Total Expert provides a Customer Operating System for financial services that combines contextual insights and action-oriented tools for customer engagement. The Associate Customer Success Manager manages a portfolio of Tier 4 customers, driving adoption, engagement, satisfaction, retention, and growth. The role involves customer relationship management, health monitoring, success planning, renewals, expansion opportunities, 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

Requirements:

• 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