The Client Success Manager (CSM) plays a pivotal role in guiding clients, fostering strong relationships, and advocating for their business goals. They anticipate and address evolving client needs, focusing on retention, growth, and collaboration with Sales, Product, Finance, and Marketing. Acting as the primary contact for a high-volume portfolio of small to mid-size accounts across Emerging and Inside Sales segments, the CSM will manage high-level relationships, maintain communication, and oversee the overall client experience with an emphasis on scalable engagement and retention strategies. The CSM serves as a bridge between various internal groups, to align customer success initiatives with broader business goals. Working closely with Business Relationship Managers (BRMs), CSMs develop strategies that ensure client satisfaction and retention, requiring a blend of strategic planning, communication, and analytical skills to drive long-term success.
The target base pay for this position is $102,000.00 with on-target-earnings (OTE) are near $130,000.
Responsibilities:Client Relationship Management: - Serve as the primary point of contact for operational contacts, maintaining and growing client relationship while ensuring ongoing excellent customer service.
- Build trusted advisor relationships with key operational leaders at client organizations.
- Build, personalize, & deliver personalized quarterly business reviews (QBRs), sharing peer benchmark data, ROI updates, and efficiency opportunities.
Client Success and Retention:- Strategically focused on ensuring the overall success and retention of Optimal Blue clients.
- Serves as a subject matter partner for clients utilizing Optimal Blue PPE, with a strong understanding of pricing, eligibility and workflow configuration.
- Drives PPE adoption by identifying underutilized features, configuration gaps, and workflow inefficiencies.
- Partners with clients to align PPE usage with business objectives but does not perform day-to-day client system administration or client support.
- Monitors and assesses the health of client relationships through data, leading indicators, and direct engagement.
- Formulates and manages an action plan to identify and manage client goals, as well as any challenges, risks and growth opportunities within the client account.
Renewals and Revenue Growth:- Own forecasting and prioritization for client renewals within assigned accounts.
- Identify new business opportunities and collaborate with sales personnel for new Optimal Blue products or services.
Team Collaboration and Leadership:- Collaborate cross-functionally with internal teams (e.g., Sales, Marketing, Finance, Product, Services) to drive long-term healthy client relationships.
- Represent the voice of the customer in leadership meetings, providing insight from clients to help prioritize product enhancement and bug fix requests.
Additional Responsibilities:- Planning and executing webinars and virtual events to educate and engage customers using data driven insights to inform and organized tracking to maximize attendance and impact.
- Heavy use of technology and automation tools (e.g., CRM, marketing automation, customer success platforms etc.) to streamline workflows and deliver client communications at scale.
- Create referenceable customers through case studies, reference calls, and speaking engagements.
- Stay informed about new release changes, new products, and industry trends.
- Available for travel to customer on-sites, executive meetings, and conferences (approximately 15% of the time, including overnight stays).
- Perform other related duties as assigned.
Education & Experience:- Bachelor's degree or an equivalent combination of education, training, and work experience.
- At least 3 years of experience in a client-facing role such as Client Success function, account management, consulting or client services role.
- At least 3 years of experience in mortgage pricing and eligibility using a product and pricing engine.
- Experience with Optimal Blue's Product and Pricing engine a definite plus.in a client-facing role such as Client Success function, account management, consulting, or client services role.
Qualifications:- Experience working with mortgage lenders highly preferred.
- Ability to execute commercial transactions, including pitching, negotiating, and closing deals.
- Passionate about enhancing client experience and dedicated to customer satisfaction.
- Enjoys the process of selling without necessarily focusing on selling a product.
- Skilled in creating and delivering persuasive proposals and presentations.
- Capable of synthesizing complex information and presenting it clearly and concisely.
- Possesses a blend of business and technical acumen, able to contribute value in discussions on both technology and business strategy.
Competencies:- Outstanding interpersonal skills with a "Get it Done" attitude.
- Ability to work in a fast-paced, dynamic environment.
- Naturally curious and investigative.
- Effective problem-solver and solution-finder.
- Adaptable and able to handle changing circumstances with ease.
- Driven by a strong internal motivation and competitive desire to succeed.
- Maintains composure and stays calm under pressure.
- Demonstrates excellent leadership, management, and coordination skills with a proactive approach.
- Comfortable interacting with contacts at any level, including those from large enterprises.
- Proficient in handling challenging clients or situations and driving mutually agreeable outcomes.
- Committed to listening to and understanding diverse perspectives.
FLSA Designation (US Only):Non-Exempt
Salary Range:The estimated base salary range for this role is USD$82,800.00 - USD$101,200.00 per hour. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations.
Other Compensation (US Only):Sales positions may be eligible to participate in the business commission plan. Plan details will be provided to you upon hire.
Benefits (US Only):Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).
Time off (US Only):The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.
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