What You Will DoThe client's AI voice agents hold real conversations with real people on behalf of some of the largest mortgage lenders in the country, around 600,000 calls a day. Their agents are critical to their customers' businesses, and as a Customer Success Manager you will be the person they trust to make the AI work for them.
Once a customer goes live, you own the relationship: driving adoption, defining success together, keeping accounts healthy and growing them over time. You will be the voice of the customer inside the company, partnering closely with their Forward Deployed and Product teams to turn what you hear into better agents and a better product.
This is a customer-facing role first. You will not be building agents yourself, but you will understand them well enough to diagnose what is working, what is not, and what a customer needs next.
What You Will Own- Be the primary point of contact and trusted advisor for a portfolio of enterprise mortgage lenders, from C-suite executive sponsors to loan officer team leads
- Understand what success actually means to each customer's business, then build and run the plan that gets them there: success criteria, QBRs and executive business reviews
- Monitor account health proactively using call data and usage trends, and get ahead of issues before they become escalations
- Drive expansion by spotting where the AI can take on new call types, teams or lines of business
- Run escalations calmly and clearly, coordinating with Forward Deployed, Engineering and Product to get customers to resolution
- Bring the voice of the customer back to the company to shape the roadmap
- Use LLMs to automate the busywork of customer success, from call reviews to health reports to QBR prep, so more of your time goes to the work that actually moves customers forward
- Help define the playbooks and operating standards for Customer Success as the company scales the team
What We Are Looking ForMust-haves:- 2-6 years of experience in customer success, account management or another customer-facing role, ideally with enterprise B2B customers
- A clear, effective communicator with real polish; you can deliver good news, bad news and everything in between without losing a customer's trust
- A track record of owning customer outcomes end to end, including renewals and expansion, in an ambiguous, fast-moving environment
- Good data intuition. You do not need to be a SQL expert, but you are comfortable looking at a dataset and knowing what it is telling you
- A willingness to learn! No prior AI experience required, but you should want to go deep on a technical product
Nice-to-haves:- Experience managing customers for a technical or AI product, such as voice, contact center, conversational AI or sales tooling
- Familiarity with mortgage, lending or another regulated financial services vertical
- Experience working at early-stage startups
Benefits- Top-of-market medical, dental and vision coverage for you and your dependents
- 401(k) with a top-of-market employer match
- Unlimited PTO
- Snacks, weekly team lunches and dinner on the company
- Hybrid in-office schedule: four days a week together in SF, with a flexible remote day on Wednesdays
