The Customer Success Manager manages client relationships for Mortgage Cadence, driving renewals and upsell opportunities, educating clients, and ensuring successful implementations.
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.
RequirementsRequired 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.
- 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.
Compensation Range: $100,000 – $150,000 USD annually
Commission: Additional commission structure available
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