Customer Success Manager

Total Expert is the Customer Operating System for financial services. Our purpose-built platform combines a system of context with a system of action that enables humans and AI Assistants to engage in the moments that matter and earn customers for life. Since 2016 Total Expert has enabled more than seven trillion dollars of funded loan volume.

The Customer Success Manager (CSM) plays a vital role in building strong, strategic partnerships between Total Expert and our mid-market customers. CSMs are trusted advisors who help customers realize maximum value and ROI from the Total Expert platform. By combining industry expertise, product knowledge, and a deep understanding of customer challenges, CSMs guide organizations toward achieving their business objectives and accelerating revenue growth.

The work you do empowers tens of thousands of financial services leaders to help their customers make confident, life-shaping financial decisions.

For candidates based in the Dallas, TX or Minneapolis, MN area, the position follows a hybrid schedule with 3 on-site days per week. This position would be remote for qualifying candidates residing outside of those areas.

What you’ll be doing:

• Champion Customer Success: Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable results.
• Understand the Ecosystem: Gain deep knowledge of each customer’s tech stack, system integrations, and dependencies to optimize their use of Total Expert.
• Be a Trusted Advisor: Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer’s goals.
• Drive Retention and Growth: Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accounts.
• Ensure Customer Satisfaction: Monitor sentiment and engagement to proactively drive retention and reduce risk.
• Measure Success: Track and report progress toward the customer’s definition of success, demonstrating clear business value over time.
• Develop Executive Relationships: Engage with stakeholders across all levels—including executives—to understand key objectives, challenges, and performance indicators.
• Conduct Business Reviews: Lead regular strategic and operational reviews to assess outcomes, alignment, and next steps.
• Optimize Processes: Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivity.
• Increase Adoption and Engagement: Drive active usage, deliver training, and promote adoption of new features and functionality.
• Advocate for the Customer: Serve as the customer’s voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancements.
• Document and Report: Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platform.
• Contribute to a Growth Culture: Continuously looking for ways to enhance customer experiences and internal processes.

What we are looking for:

• Self-Starter with Growth Mindset: Ability to work independently with a strong desire to learn, adapt, and grow.
• Thrives in Startup Culture: Resilient, resourceful, curious, and energized by a fast-paced, evolving environment.
• Tech-Savvy and Passionate: Enthusiasm for technology, innovation, and driving success in a growing SaaS company.
• Strategic Relationship Builder: Proven ability to manage complex, multi-divisional, and geographically diverse accounts.
• Customer-Centric Mindset: A genuine passion for delivering exceptional experiences and measurable outcomes for customers.
• Decisive Problem Solver: Skilled at analyzing complex challenges, identifying root causes, and developing strategic solutions that align with both customer and company goals.
• Cross-Functional Collaborator: Experience partnering effectively with Sales, Product, Professional Services, and Support teams to drive success.
• Executive Credibility: Ability to communicate and establish trust with stakeholders at all organizational levels, including C-suite executives.
• Strong Multitasker: Capable of managing multiple priorities and meeting deadlines under pressure.
• Positive and Energetic: High energy, flexibility, and a proactive “can-do” attitude in the face of challenges.
• Excellent Communicator: Outstanding written, verbal, and presentation skills; comfortable translating technical details into business value.
• Organized and Analytical: Exceptional time management, problem-solving, and analytical abilities.
• Proficient in Tools: Highly skilled in MS Excel, PowerPoint, Word, Outlook, and process mapping tools.
• Up to 25% travel required

What sets our top performers apart:

• Experience in the mortgage industry preferred
• Experience with the Total Expert platform a plus
• 3+ years of experience in Customer Success, Account Management, or Management Consulting (or a similar client-facing role)
• 2+ years of experience in a SaaS or technology organization
• Experience in financial services, marketing automation, or CRM platforms a plus