Client Success Manager – Emerging and Inside Sales

This is a fully remote position, open to applicants in California.

📋 Description

• Act as the main point of contact for operational interactions, nurturing and expanding client relationships while ensuring exceptional customer service continues.

• Establish trusted advisor connections with key operational leaders at client organizations.

• Develop, customize, and present personalized quarterly business reviews (QBRs) that include peer benchmark data, ROI updates, and opportunities for increased efficiency.

• Focus strategically on the overall success and retention of Optimal Blue clients.

• Function as a subject matter expert for clients using Optimal Blue PPE, demonstrating a solid understanding of pricing, eligibility, and workflow configuration.

• Promote PPE adoption by pinpointing underutilized features, configuration gaps, and workflow inefficiencies.

• Track and evaluate the health of client relationships through data, leading indicators, and direct interactions.

• Develop and manage an action plan to identify and tackle client goals, as well as any challenges, risks, and growth opportunities within the client account.

• Take ownership of forecasting and prioritizing client renewals within assigned accounts.

• Discover new business opportunities and collaborate with sales teams on new Optimal Blue offerings or services.

• Work cross-functionally with internal teams (e.g., Sales, Marketing, Finance, Product, Services) to foster long-term healthy client relationships.

• Serve as the voice of the customer in leadership meetings, offering insights from clients to help prioritize product enhancements and bug fix requests.

• Plan and execute webinars and virtual events to educate and engage customers, utilizing data-driven insights for organized tracking to maximize attendance and impact.

• Utilize technology and automation tools extensively (e.g., CRM, marketing automation, customer success platforms, etc.) to optimize workflows and deliver client communications at scale.

• Develop referenceable customers through case studies, reference calls, and speaking engagements.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education, training, and work experience.

• A minimum of 3 years of experience in a client-facing role, such as Client Success, account management, consulting, or client services.

• At least 3 years of experience in mortgage pricing and eligibility utilizing a product and pricing engine.

• Familiarity with Optimal Blue's Product and Pricing engine is a definite advantage.

• Experience working with mortgage lenders is highly preferred.

• Ability to execute commercial transactions, including pitching, negotiating, and closing deals.

• A strong commitment to enhancing client experience and ensuring customer satisfaction.

• Enjoys the sales process without a primary focus on selling a specific product.

• Proficient in creating and delivering persuasive proposals and presentations.

• Able to synthesize complex information and present it clearly and concisely.

• Possesses a combination of business and technical acumen, contributing value in discussions related to both technology and business strategy.

🏝️ Benefits

• Medical

• Dental

• Vision

• Basic life insurance

• Short/long term disability

• 401(k) participation (with company match)

• 10 days of vacation for new employees

• Sick time based on state requirements

• 8 Company-paid holidays

• 2 personal holidays per year