Client Success Manager – Emerging, Inside Sales

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

📋 Description

• Act as the main point of contact for operational interactions, fostering and enhancing client relationships while providing exceptional customer service consistently.

• Cultivate trusted advisor relationships with key operational leaders within client organizations.

• Design, customize, and present tailored quarterly business reviews (QBRs), including peer benchmark data, ROI updates, and opportunities for efficiency improvements.

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

• Serve as a subject matter expert for clients using Optimal Blue PPE, possessing a deep understanding of pricing, eligibility, and workflow configuration.

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

• Collaborate with clients to align PPE usage with their business objectives, without performing day-to-day system administration or client support.

• Evaluate and monitor the health of client relationships through data analysis, leading indicators, and direct engagement.

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

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

• Identify new business opportunities and work alongside sales personnel for new Optimal Blue products or services.

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

• Represent the customer’s perspective in leadership meetings, offering client insights 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 streamline workflows and deliver client communications at scale.

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

• Stay updated on new releases, product changes, and industry trends.

• Be available for travel to customer locations, executive meetings, and conferences (approximately 15% of the time, including overnight stays).

⛳️ Requirements

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

• 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 using a product and pricing engine.

• Experience with Optimal Blue's Product and Pricing engine is a significant advantage.

• Previous experience working with mortgage lenders is highly preferred.

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

• Demonstrates a passion for enhancing client experience and a commitment to customer satisfaction.

• Enjoys the sales process without necessarily focusing solely on selling a product.

• Proficient in creating and delivering compelling proposals and presentations.

• Capable of distilling complex information and presenting it clearly and concisely.

• Possesses a combination of business and technical acumen, able to add value in discussions regarding both technology and business strategy.

🏝️ Benefits

• Full-time employees are eligible for enrollment in a diverse range of benefits, including medical, dental, vision, basic life insurance, short/long term disability, and 401(k) participation (with company match).

• The Company offers a minimum of 10 days of vacation for new employees, sick time based on state requirements, 8 company-paid holidays, and 2 personal holidays annually.