Job Overview
The Mortgage Office is the leading provider of loan servicing, origination, and fund administration software for private lenders, CDFIs, specialty lenders, third-party servicers, municipalities, and Tribal Nations. We’re building a world-class customer success function to transform how we deliver value to our diverse customer base. This role is perfect for professionals who excel at customer support, technical problem-solving, and building strong relationships that drive retention.
As a Customer Success Manager at The Mortgage Office, you’ll own gross retention and drive product adoption across a portfolio of strategic accounts. You’ll serve as an escalation point for complex customer issues and stalled adoption initiatives, ensuring customers maximize value from our platform. Working closely with Account Executives, you’ll identify expansion opportunities while reporting to the Head of Customer Success and Senior Director of Account Management and Customer Success.
Key Responsibilities
Enterprise Onboarding & Implementation
- Own gross retention targets and drive product adoption across your assigned portfolio
- Serve as escalation point for customer issues and stalled adoption initiatives
- Monitor customer health scores and proactively address risk indicators
- Conduct strategic business reviews focused on value realization and ROI
- Partner with Account Executives to identify and pursue expansion opportunities
- Investigate and resolve complex customer issues requiring backend analysis
- Troubleshoot customer reporting discrepancies and data concerns
- Help customers understand and utilize API capabilities for custom reporting needs
- Analyze customer usage patterns to identify adoption barriers
- Collaborate with Support team on technical escalations
- Work with Onboarding team to ensure smooth post-implementation adoption
- Create and refine retention playbooks based on customer feedback
- Document customer needs to influence product roadmap priorities
- Drive feature utilization through targeted enablement and training
Qualifications
- Experience: 3-5 years in Customer Success or related B2B SaaS role with proven track record driving product adoption and retention
- Customer Focus: Strong ability to understand customer needs and translate them into successful outcomes
- Communication: Excellent verbal and written communication skills with ability to conduct effective business reviews
- Problem-Solving: Ability to investigate and resolve customer issues with analytical approach
- CRM Proficiency: Experience with CRM systems, HubSpot strongly preferred
- Industry Knowledge: Background in B2B SaaS required; experience with loan servicing or origination industries is a plus
Preferred Technical Skills (helpful but not required):
- SQL knowledge for investigating backend data and resolving customer issues
- Excel proficiency for analyzing customer data and identifying patterns
- Understanding of REST APIs to troubleshoot integration and reporting challenges
- Power Query experience to help customers optimize their data workflows
- Familiarity with customer success platforms (Vitally, ChurnZero, Gainsight)
Benefits & Perks
Competitive Salary and Benefits Package
Collaborative, team-oriented company culture at our ocean-view headquarters in Huntington Beach
401K with company funded match
Generous Paid Time Off plan
Fully stocked kitchen, game room, and regular team events
Awesome company Christmas party
Why Join The Mortgage Office?
Competitive Compensation
Attractive salary with performance bonuses.
Comprehensive Benefits
Health coverage, retirement savings plan, and more.
Innovative Environment
Work with cutting-edge technologies in a collaborative setting.
Professional Growth
Access to training and development programs to advance your career.
Impactful Work
Contribute to solutions that are transforming the private lending industry.
How to Apply
Ready to build with us? Send your resume and a brief note highlighting your relevant experience to careers@absnetwork.com
At The Mortgage Office, we are committed to building a diverse team. We celebrate different ideas and believe that a variety of perspectives makes us stronger. We are proud to be an equal opportunity employer and welcome all qualified applicants.
How to Apply
Ready to build with us? Send your resume and a brief note highlighting your relevant experience to careers@absnetwork.com