HOW YOU'LL MAKE A DIFFERENCE:The Client Succes for Augur will sit within the Revenue Organization and serve as the connective tissue between MountainSeed Augur clients, the Revenue team, and the cross-functional teams responsible for building and operating the Company's products. The initial focus of this role is to support in driving the commercial launch of Augur, MountainSeed's AI-assisted appraisal review tool. They will own client onboarding, capturing and synthesizing product feedback, ensuring clients are satisfied and are adopting usage, and partnering with the Product, Technology, and Operations organizations to inform requested product adjustments. This individual will lead day-to-day account management during the product launch. As the Augur business scales, this individual will build and lead a dedicated Client Success function for Augur, with future Augur Client Success Managers reporting into this role.
IN THIS ROLE, YOU'LL GET TO:Augur Onboarding and Adoption- Own end-to-end client onboarding for Augur, ensuring new clients are activated quickly and using the platform effectively from day one. Role will be measured on onboarding and product utilization.
- Develop and continuously refine onboarding playbooks, training materials, kickoff cadences, and adoption metrics.
- Drive product engagement and usage growth across the Augur client base, partnering with Sales to ensure a seamless handoff from contract execution through go live.
Product Feedback and Cross-Functional Collaboration- Serve as the voice of the customer within MountainSeed by capturing, prioritizing, and channeling product feedback to internal stakeholders.
- Collaborate closely with Product, Technology, and Operations to translate client needs for Augur.
- Maintain a structured feedback loop, including regular syntheses of client input, feature requests, defects, and usability issues.
Account Management and Client Success (Augur)- Oversee account management for Augur clients during the launch phase, building durable relationships with key client contacts and decision-makers.
- Serve as the front line for Tier 1 service issues for new Augur clients out of the gate, triaging and resolving issues directly or escalating to Technology, Product, or Operations teams as appropriate.
- Monitor client health and proactively address risks to retention, expansion, and overall client satisfaction.
- Build and lead the Augur Client Success function over time, including hiring, training, coaching, and managing future Augur Client Success Managers as the business scales.
- Develop and track KPIs for onboarding, adoption, retention, expansion, and client satisfaction.
THIS OPPORTUNITY IS FOR YOU IF YOU HAVE/ARE:- 3+ years of experience in client success, account management in B2B environment.
- Demonstrated experience driving software onboarding and adoption with commercial clients, ideally during a product launch or scale-up phase.
- Proven ability to manage client relationships and resolve service issues with a solutions-oriented, low-ego mindset.
- Experience working cross-functionally with Technology, Operations, Product and Executive Leadership.
- Comfort building and managing a team; prior people management experience preferred, with a clear path to managing direct reports as the Augur Client Success team grows.
- Familiarity with appraisal, real estate, financial services, or AI-enabled SaaS products is a plus.
- User empathy and a customer-centric mindset with a bias toward action.
- Willingness to learn, low ego, and proactive ownership of outcomes in a fast-paced, evolving environment.
WHAT WE OFFER:3 weeks of PTO, 13 company paid holidays, paid parental leave, and a flexible work environment. Medical, Dental, Vision, Life, Disability, and 401K plans begin the first of the month after 30 days of employment.
