• Ensure onboarding of new customers in the app, assisting with usability and navigation of the platform; • Work directly on converting new sign-ups into active purchasers; • Track activation, conversion, and repeat-purchase metrics; • Identify key barriers to app usage and propose actions to improve the customer experience; • Perform proactive outreach to customers via phone, WhatsApp, or other digital channels; • Develop action plans to increase engagement and purchase frequency; • Collaborate with sales, operations, and technology teams to evolve the digital journey.

• Manage the full B2B client onboarding lifecycle, ensuring fast time-to-value and regulatory compliance (Open Finance, LGPD) • Develop onboarding playbooks tailored by vertical • Monitor customer health scores using data-driven metrics • Identify early churn signals and execute proactive retention plans • Conduct strategic QBRs presenting ROI, use cases, product roadmap, and expansion opportunities • Collect structured customer feedback and consolidate it into product insights • Identify upsell/cross-sell opportunities based on real usage • Partner with Sales to close expansion opportunities • Document MVPs and customizations to create scalable products/features for other clients • Define and implement CS strategy aligned with company OKRs • Collaborate with Product to define the roadmap focused on real customer problems

• Build and maintain positive relationships with business customers • Support customers with account administration and service-related inquiries • Assist with billing-related questions and account management activities • Conduct proactive customer outreach and follow-up activities • Monitor customer engagement and identify potential risks • Support customer retention and satisfaction initiatives • Collaborate with internal teams and stakeholders across different regions • Maintain accurate customer records and documentation • Ensure a high level of customer experience throughout the customer journey

Role Description The Customer Success Manager at Mortgage Cadence is the relationship anchor for our existing client base — the person lenders turn to when they want to grow, optimize, or get more out of the Mortgage Cadence Platform. You are not a support ticket queue. You are a trusted advisor who understands how our clients originate loans, where they feel friction, and how MCP — including its Agentic AI capabilities — can solve real business problems for them. This role sits at the intersection of retention, growth, and advocacy. You will own a book of business made up of banks, credit unions, IMBs, and other mortgage originators, keeping renewals on track while actively identifying upsell opportunities where expanded MCP capabilities can drive value. You will be the internal voice of the customer — bringing market feedback, competitive intelligence, and client sentiment to Product, Sales, and Leadership. What You'll Do - 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. Qualifications - 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. Requirements - 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. Benefits - Compensation Range: $100,000 – $150,000 USD annually - Commission: Additional commission structure available