About Us:

The Mortgage Office is a leading SaaS platform specializing in private lending software solutions. We empower private lenders with the tools they need to manage their businesses efficiently and effectively. Our innovative technology, customer-centric approach, and commitment to excellence have made us a trusted partner in the private lending industry. 

Job Description:

We are seeking a dynamic and experienced Head of Customer Success to lead our customer success team. The ideal candidate will be passionate about customer satisfaction and retention, possess strong leadership skills, and have a proven track record in driving customer success initiatives. As the Head of Customer Success, you will be responsible for developing and executing strategies that ensure our customers achieve their desired outcomes and maximize the value they receive from our solutions. 

Key Responsibilities: 

1. **Leadership and Management:** 

   – Lead, mentor, and develop a high-performing customer success team. 

   – Foster a customer-centric culture within the team and across the organization. 

   – Set and manage team goals, objectives, and performance metrics. 

2. **Customer Engagement and Retention:** 

   – Monitor customer health scores.  Build and execute on success plans for at-risk customers to drive retention. 

– Develop and implement customer success strategies to enhance customer satisfaction, loyalty, and retention. 

   – Establish strong relationships with key customers, understanding their needs and ensuring their success. 

   – Conduct regular business reviews with customers to ensure alignment and identify opportunities for improvement. 

3. **Onboarding and Training:** 

   – Oversee the customer onboarding process to ensure a smooth and effective transition to our platform. 

   – Develop and deliver training programs that empower customers to utilize our solutions effectively. 

4. **Customer Support:** 

   – Collaborate with the Support and Account Management teams to ensure timely and effective resolution of customer issues. 

   – Implement processes to proactively identify and address potential customer challenges. 

5. **Customer Feedback and Advocacy:** 

   – Collect and analyze customer feedback to inform product development and improvement. 

   – Advocate for customer needs and priorities within the organization. 

   – Develop customer advocacy programs to leverage satisfied customers as brand ambassadors. 

6. **Metrics and Reporting:** 

– Bachelor’s degree in Business, Marketing, or a related field; MBA preferred. 

– 7+ years of experience in customer success, account management, or a related role within the SaaS industry.

– Proven leadership and team management skills. 

– Strong understanding of customer success principles, practices, and metrics. 

– Excellent communication, interpersonal, and relationship-building skills. 

– Ability to think strategically and execute tactically. 

– Experience with customer success software and tools. 

– Passion for customer satisfaction and success. 

**Why Join Us:** 

– Opportunity to lead and shape the customer success function at our rapidly growing SaaS Fintech firm 

– Collaborative and innovative work environment in our Huntington Beach headquarters with an ocean view! 

– Competitive benefits package including: medical, dental, vision, vacation time, 401K matching, discounts on local attractions & activities and…. delicious free snacks and drinks provided.  Not to mention our amazing company Christmas parties.

– Lots of opportunities for career growth and development 

– Competitive compensation of $90K – $130K USD 

– Possibility of stock-based compensation for the right candidate 

– Lots of opportunities for career growth and development 

**How to Apply:**

Interested candidates are invited to submit your resume and a cover letter outlining their qualifications and experience.

The Mortgage Office is an equal-opportunity employer, and we welcome candidates of all backgrounds to apply.

Take the First Step Toward Better Loan Management with The Mortgage Office

Speak with one of our demo experts today!