Customer Success Manager

About CANDID

CANDID provides a comprehensive mortgage growth operating platform developed by leading loan originators. Their solution integrates customer relationship management, point-of-sale, marketing automation, and recruiting tools into a unified system designed for mortgage companies, teams, and individual originators ranging from independent loan officers to major lenders.

Role Overview

The Customer Success Manager (CSM) acts as the primary commercial relationship owner for a portfolio of mortgage client accounts. Responsibilities encompass maintaining client health, promoting platform adoption, and increasing revenue through upselling and cross-selling, handling the entire sales cycle from opportunity identification to deal closure without handoffs.

Key Responsibilities

• Manage a portfolio of active mortgage client accounts, serving as the main contact and escalation resource for these clients.
• Boost platform usage through monitoring against benchmarks, identifying gaps, and providing targeted enablement to improve adoption.
• Drive revenue growth by recognizing and closing upsell and cross-sell opportunities, including additional seats and platform enhancements.
• Create compelling business cases focusing on measurable benefits such as revenue increase, efficiency gains, or risk mitigation rather than just product features.
• Engage not only daily users but also decision-makers capable of authorizing expansions.
• Oversee account health indicators like support case volume and usage trends to proactively address risks and develop retention strategies.
• Maintain Salesforce as the accurate source of truth, updating opportunity records, revenue details, activities, and health statuses.
• Coordinate pilots for new product adoption and manage contract amendments through to signature and revenue recognition.
• Conduct regular business reviews linking platform utilization to client production objectives.
• Collaborate cross-functionally with Support, Product, and Sales teams on escalations, product feedback, and contract renewals.

Required Qualifications

• At least 2 years of robust Salesforce experience, with proficiency in opportunities, custom objects, reports, dashboards, and list views, requiring minimal supervision.
• A minimum of 3 years in customer success, account management, or similar client-centric roles within B2B SaaS environments.
• Proven responsibility for revenue-related metrics such as retention, expansion, or quota attainment.
• Strong commercial acumen with the ability to detect opportunities, develop business cases, and confidently request deal closures.
• Comfortable analyzing usage and financial data to identify actionable insights supporting recommendations.
• Excellent oral and written communication skills, capable of engaging effectively with executives and business leaders.
• Highly organized with the ability to independently manage multiple client accounts and priorities.

Preferred Qualifications

• Salesforce Administrator certification or similar advanced knowledge.
• Experience in mortgage, lending, real estate, or financial technology sectors.
• Familiarity with CRM or marketing automation solutions tailored for mortgage or financial services.
• Knowledge of loan origination system (LOS) platforms such as Encompass or Mortgage Machine.
• Experience designing and executing pilot programs or systematic product adoption strategies.
• Demonstrated success in driving expansion sales within an existing customer portfolio.

Indicators of Success

• Within 90 days: Complete onboarding, full portfolio transition, and establish solid relationships with primary contacts.
• By 6 months: Noticeable enhancement in adoption metrics and closing initial expansion deals.
• By 12 months: Consistent achievement of retention and expansion goals with recognition as the key commercial owner for assigned accounts.

Why Join CANDID

• Direct impact on revenue with clear business visibility.
• Company led by experienced mortgage professionals with deep industry knowledge.
• Small, autonomous team with streamlined decision-making processes.
• Comprehensive benefits package including health, dental, vision insurance, paid time off, and 401(k) plan subject to confirmation.

Equal Opportunity Employer Statement

CANDID is committed to equal employment opportunities and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected categories.