• 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

Role Description The Customer Success Coordinator is responsible for delivering an exceptional customer experience by exceeding expectations and building strong, lasting relationships. This role supports both internal teams and external clients through proactive communication, operational coordination, and a customer-centric approach. The Coordinator ensures efficient management of client requests, supports revenue growth initiatives, and contributes to continuous process improvement. - Coordinate and prioritize incoming upsell and cross-sell opportunities from Customer Success Representatives - Analyze account data and run reports to identify opportunities and provide recommendations to Customer Success leadership - Provide prompt, professional, and accurate communication to internal and external clients - Serve as an escalation point for complex or high-priority client and internal requests - Maintain contact center service standards and performance expectations - Verify, update, and maintain accurate customer and account information in systems - Collaborate cross-functionally to ensure seamless delivery of services and support to customers - Support the development and implementation of best practices and operational procedures to improve efficiency - Maintain accurate documentation and complete administrative tasks, including time entry, in a timely manner - Uphold company values and consistently deliver a high-quality customer experience - Participate in required company and departmental meetings - Perform additional duties as assigned Qualifications - High school diploma or equivalent required; associate or bachelor’s degree preferred - 1–3 years of experience in customer service, account coordination, or client success role preferred - Experience working in a fast-paced, customer-facing environment - Familiarity with CRM systems and Microsoft Office Suite (Excel, Outlook, Word) Requirements - Strong verbal and written communication skills with the ability to interact effectively with internal and external stakeholders - Excellent organizational and time management skills with the ability to manage multiple priorities - High attention to detail and accuracy in documentation and data management - Problem-solving mindset with the ability to assess issues and escalate appropriately - Ability to work both independently and collaboratively within a team - Customer-focused approach with a commitment to delivering a positive client experience - Adaptability and ability to thrive in a dynamic, fast-paced environment - Proficiency with business systems, CRM tools, and data reporting Benefits - Pay Range: $20.30-$30.50 hourly - The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. - For detailed information about our benefits, please visit our careers page at www.marconet.com/careers .