The Associate Customer Success Manager is responsible for managing a portfolio of Tier 4 customers, with a focus on driving adoption, engagement, satisfaction, retention, and growth. This role helps customers maximize the value of the Total Expert platform by understanding their goals, building strong relationships, and guiding them toward successful outcomes.

The Associate Customer Success Manager proactively manages customer health, leads ongoing customer conversations, identifies risks and growth opportunities, and partners cross-functionally to move customer needs and priorities forward. Success in this role requires strong curiosity and technical aptitude, with the ability to quickly learn a complex SaaS platform, continuously build product expertise, and confidently translate that knowledge into meaningful guidance and recommendations for customers.

This role is ideal for someone looking to build a career in Customer Success and develop the customer-facing, technical, industry, and account management skills needed to take on larger and more strategic customer relationships over time.

For candidates based in the Dallas, TX or Minneapolis, MN area, the position follows a hybrid schedule with 3 on-site days per week. This position would be remote for qualifying candidates residing outside of those areas. 

What You’ll Be Doing

• Own a defined portfolio of Tier 4 customers and serve as the primary point of contact
• Build strong customer relationships by developing an understanding of each customer's business objectives, priorities, challenges, and desired outcomes.
• Lead recurring customer touchpoints, strategic conversations, success planning, and business reviews.
• Maintain accurate and timely customer documentation, success plans, risks, action items, and account activity within the Customer Success platform.
• Monitor customer health, product usage, engagement, sentiment, and other account signals to proactively identify risks and opportunities.
• Develop and execute action plans to address customer risk, improve engagement, and drive stronger adoption and outcomes.
• Drive product adoption through proactive outreach, education, training, best-practice guidance, and recommendations aligned to customer goals.
• Prepare for and deliver customer business reviews using relevant account data, insights, and recommendations.
• Own renewal conversations and execute retention strategies across your portfolio, escalating risks early and engaging the appropriate internal partners when needed.
• Identify opportunities for account growth and expansion based on customer needs, business objectives, and product fit.
• Partner closely with Sales to support expansion opportunities and ensure alignment on account strategy.
• Collaborate cross-functionally with Support, Product, Implementation, Professional Services, and other internal teams to resolve customer challenges and advocate for customer needs.
• Demonstrate urgency and strong follow-through on customer commitments, risks, escalations, and internal action items.
• Proactively communicate with customers rather than waiting for issues or requests to arise.
• Continuously develop knowledge of the Total Expert platform, mortgage and financial services industry, and Customer Success best practices.

What We’re Looking For

• 1–2 years of client-facing experience (Customer Success, Account Coordinator, Support, etc.)
• Interest in developing a long-term career in Customer Success and growing into ownership of larger and more strategic customer relationships.
• Mortgage, banking, financial services, or fintech experience preferred.
• Strong communication skills with the ability to confidently lead customer conversations and build relationships with a variety of stakeholders.
• A customer-first mindset with a genuine interest in understanding customer goals and helping customers achieve meaningful outcomes.
• A proactive approach to account management with the ability to anticipate customer needs, identify risks, and take action without waiting for direction.
• Strong sense of urgency, ownership, accountability, and follow-through.
• Excellent organizational and time-management skills with the ability to manage multiple customers, priorities, and deadlines simultaneously.
• Ability to prepare thoroughly for customer meetings and translate account data and activity into meaningful insights and recommendations.
• Strong technical aptitude and curiosity, with the ability to independently seek out answers, troubleshoot challenges, and continuously build platform expertise.