Customer Success Operations Manager
hace 6 días
Huntington Beach
Job Description Customer Success Operations Manager Job Overview The Mortgage Office is a leading provider of loan servicing, origination, and fund administration software that empowers private lenders, CDFIs, specialty lenders, third-party servicers, municipalities, and Tribal Nations to efficiently manage every aspect of their lending operations. With decades of industry experience, The Mortgage Office delivers a robust, highly configurable platform that streamlines complex financial workflows and enables clients to operate with precision, compliance, and scalability. We're seeking a Customer Success Operations Manager to architect the operational foundation of our Customer Success organization while building automation systems that drive qualified expansion opportunities to Account Management. This hybrid role combines CS infrastructure development with revenue operations automation, creating the technical backbone for both customer retention and growth. You'll serve as the technical architect who enables both CS and AM teams to focus on strategic customer relationships rather than manual processes. Working closely with our RevOps Manager and Senior Analyst – AI Integration, Strategy & Ops, you'll ensure customer success initiatives align with broader revenue strategies and leverage emerging AI capabilities for maximum impact. Key Responsibilities Customer Success Infrastructure (40%) Technology Stack Architecture • Lead evaluation and implementation of CS platform (Vitally, ChurnZero, or equivalent) integrated with HubSpot CRM, • Design real-time product usage tracking infrastructure for loan management software, • Build behavioral tracking to identify both risk indicators and expansion signals, • Establish bi-directional data flows between HubSpot, CS tools, and The Mortgage Office platform, • Enhance existing health scoring models with more granular metrics and behavioral indicators, • Add product usage depth, feature adoption rates, and engagement patterns to current scoring, • Create predictive indicators that identify risks and opportunities earlier in the customer lifecycle Lead Generation & Qualification • Build automated systems to identify expansion opportunities from usage patterns, • Create lead scoring models for upsell/cross-sell opportunities, • Design workflows that route qualified opportunities to AM team with context, • Implement product usage triggers that signal upgrade readiness, • Automate renewal notifications 120+ days before expiration with account insights, • Create expansion opportunity alerts based on volume growth patterns, feature usage, and support patterns, • Build competitive intelligence triggers from support interactions Customer Journey Optimization • Partner with onboarding team to track time-to-value metrics and identify optimization opportunities, • Create post-onboarding engagement workflows and adoption tracking, • Build automated customer lifecycle workflows from adoption through renewal, • Analyze support ticket patterns to identify product adoption gaps and customer pain points, • Build knowledge base and resources that enable customer self-service, • Create feedback loops between CS, AM, Onboarding, Support, and Product teams, • CS Metrics: Health scores, adoption rates, time-to-value, support trends, • AM Intelligence: Expansion pipeline, renewal forecasts, account potential scoring, • Revenue Impact: NRR/GRR by segment, CLV analysis, churn impact modeling, • Operational Efficiency: Automation ROI, ticket deflection, process cycle times, • Experience: 3+ years in Customer Success, Revenue, or Sales Operations (B2B SaaS required), • Operational Excellence: Proven track record building operations that support both CS and AM functions, • HubSpot Expertise: Advanced HubSpot CRM expertise (workflows, custom objects, reporting, sequences), • CS Platforms: Hands-on experience implementing CS platforms (Vitally, Gainsight, ChurnZero, or similar), • Product Analytics: Experience with Pendo or similar product analytics platforms, • Data Management: Experience with metadata creation, tagging strategies, and data taxonomy development, • Integration Expertise: Experience with webhooks, event streaming, and real-time data synchronization, • Customer Segmentation: Proven ability to design and implement meaningful customer segments and cohorts, • Integration Experience: API integration experience for system connectivity, • Analytics Tools: BI tools proficiency (Power BI, Looker, or similar), • Vitally platform experience including playbook design, custom traits/events, and success milestone configuration, • Data mapping and transformation experience for customer health scoring, • Multi-stakeholder account mapping and relationship tracking, • SQL skills for data analysis and custom reporting, • Experience in lending, loan servicing, or financial services industries, • Excel and Power Query expertise for data analysis and reporting, • Marketing automation experience for nurture campaigns, • Revenue intelligence platform experience (Gong, Chorus, etc.) Success in this role requires close collaboration with key stakeholders: • RevOps Manager: Partner on data architecture, system integrations, and ensure CS operations align with overall revenue operations strategy, • Senior Analyst – AI Integration, Strategy & Ops: Collaborate on predictive analytics, automated insights, and AI-driven opportunities for customer success, • Customer Success & Account Management Teams: Enable with tools, processes, and insights that drive retention and expansion, • Onboarding Team: Provide data insights on time-to-value and adoption patterns to optimize customer onboarding, • Support Team: Leverage ticket data to identify trends and opportunities for proactive customer success Competitive Salary and Benefits Package ($90,000 - $110,000 OTE) Comprehensive health, dental, and vision coverage 401(k) with company funded match Professional development and training programs Performance-based bonuses Modern workspace with on-site amenities Awesome company Christmas party Why Join The Mortgage Office? Competitive Compensation Attractive salary with performance bonuses. Comprehensive Benefits Health coverage, retirement savings plan, and more. Innovative Environment Work with cutting-edge technologies in a collaborative setting. Professional Growth Access to training and development programs to advance your career. Impactful Work Contribute to solutions that are transforming the private lending industry. This is a unique opportunity to be the founding architect of our Customer Success operations while directly impacting revenue growth. You won't just be implementing predetermined processes - you'll be a strategic partner in designing how we deliver value to customers and identify expansion opportunities. Your expertise will shape our approach to customer retention, health monitoring, and revenue expansion for years to come. We're looking for someone who brings strong opinions based on experience, challenges assumptions constructively, and can balance strategic thinking with hands-on execution. You'll have the autonomy to build something meaningful while working closely with leadership to ensure alignment with our business goals. At The Mortgage Office, we are committed to building a diverse team. We celebrate different ideas and believe that a variety of perspectives makes us stronger. We are proud to be an equal opportunity employer and welcome all qualified applicants. Company DescriptionApplied Business Software, Inc. (ABS) is the creator of The Mortgage Office, the leading platform for private lending and loan servicing. Since 1978, we’ve built, sold, and supported powerful software used by lending institutions of all sizes around the world. The Mortgage Office is known for its stability, reliability, and the exceptional satisfaction of the clients who rely on it every day.Applied Business Software, Inc. (ABS) is the creator of The Mortgage Office, the leading platform for private lending and loan servicing. Since 1978, we’ve built, sold, and supported powerful software used by lending institutions of all sizes around the world. The Mortgage Office is known for its stability, reliability, and the exceptional satisfaction of the clients who rely on it every day.