Customer Success Manager The Role :We’re looking for a high-performing Customer Success Manager / Technical Account Manager (TAM) to join our rapidly growing, fast-paced company. In this role, you will be the primary point of contact for a portfolio of high-value clients, responsible for driving product adoption, ensuring customer satisfaction, and enabling long-term retention and growth. You will need to ramp up fast, become an expert on our platform, and quickly take ownership of client relationships—operating with minimal oversight and maximum impact. You’ll be working across functions with product managers, engineers, and sales to deliver solutions that meet customer needs today, even as the product evolves. This is not a typical CSM role. You must thrive under pressure, love solving complex problems on the fly, and bring a deep understanding of CRM systems, mortgage origination, and customer engagement strategies. If you’re resourceful, technically inclined, and energized by high expectations, this is the opportunity for you. The Responsibilities • Own and manage a book of business from onboarding to long-term success—acting as the primary point of contact and trusted advisor. • Deeply understand client workflows and pain points, especially in mortgage origination, to ensure the platform is configured for maximum impact. • Drive the adoption of platform features, including CRM configuration, marketing drip campaigns, telephony integrations, distribution logic, and prioritization rules. • Respond rapidly to client needs and issues, with a sense of urgency and professionalism. • Identify process gaps or inefficiencies in both client operations and platform usage—recommend pragmatic, scalable solutions. • Collaborate closely with engineers and developers to translate client needs into product improvements or workarounds. • Onboard new customers efficiently and effectively with minimal handholding— becoming a product expert quickly and independently. • Maintain strong relationships with clients by building trust and delivering results consistently. • Document client configurations, workflows, and feedback to drive continuous improvement across the team. The Requirements Must-Have Experience & Skills: • Experience in a Customer Success, TAM, or Solutions Consultant role at a SaaS company, preferably in a startup environment. • Solid understanding of the mortgage origination process, including lender workflows. • Hands-on experience configuring CRM systems • Strong technical acumen—able to understand and explain complex features, integrations, and configurations (e.g., telephony, distribution logic, marketing drips). • Exceptional multitasking and prioritization skills—comfortable juggling multiple clients, projects, and internal demands simultaneously. • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders. • Proven track record of quickly establishing rapport and building credibility with external clients and internal stakeholders. • Self-starter who thrives with minimal oversight in a demanding, ever-changing environment. • Strong problem-solving skills—able to identify a workaround with what’s available today and communicate a clear path forward. Preferred Experience & Nice-to-Haves: • Experience with telephony platforms (e.g., Twilio, RingCentral, Five9, etc.). • Familiarity with distribution models, priority rules, and lead routing logic. • Understanding of drip campaign strategies (SMS, email, calls) and how to implement them in CRM platforms. • Prior experience in mortgage tech, real estate tech, or fintech SaaS. • Exposure to APIs, webhooks, and light scripting is a plus.