Customer Success Manager – MCP

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

📋 Description

• Oversee a portfolio of MCP clients, including banks, credit unions, IMBs, and other mortgage originators throughout the entire post-implementation lifecycle.

• Ensure the renewal of 100% of your client book's contract value by proactively identifying at-risk accounts and formulating early mitigation strategies.

• Conduct routine business reviews with client stakeholders, ranging from operational teams to executive sponsors, to demonstrate ROI and agree on future roadmaps.

• Identify, qualify, and finalize upsell opportunities within existing accounts, including new MCP modules, enhanced platform tiers, and additional capabilities.

• Serve as a product educator: assist clients in adopting and optimizing MCP features, including Agentic AI workflows, automation tools, and integration functionalities.

• Collaborate with Implementation and Support teams to guarantee smooth go-lives and prompt resolution of any escalations.

• Act as the internal advocate for clients—translating their feedback, requests, and concerns into actionable insights for Product and Engineering teams.

• Keep precise account health data, renewal forecasts, and pipeline records updated in the CRM system.

• Represent Mortgage Cadence at industry events and client on-site visits as necessary.

• Work alongside the Sales team on expansion opportunities that may require a full Account Executive-led sales cycle.

⛳️ Requirements

• Experience collaborating with mortgage lenders—such as banks, credit unions, and IMBs—and a solid understanding of the mortgage origination process.

• Proven ability to retain and expand a book of business through effective relationship management rather than solely reactive support.

• Comfortably navigate multi-stakeholder client organizations, from operational staff to C-level executives.

• Excellent written and verbal communication skills; confident in delivering presentations to senior audiences.

• Experience in identifying and securing upsell or expansion opportunities within an existing customer base.

• Highly organized, capable of managing a large and diverse portfolio of accounts simultaneously.

• 4+ years of experience in Customer Success, Account Management, or a client-facing role in enterprise SaaS or financial technology.

• Direct experience with LOS platforms or other mortgage technology software.

• Familiarity with AI-driven automation and the ability to explain AI-powered features to non-technical stakeholders in clear, ROI-focused language.

• Experience working with regulated financial institutions and an understanding of compliance sensitivities in the mortgage industry.

• Previous experience in a role that included both retention and upsell quota responsibilities.

🏝️ Benefits

• Comprehensive health benefits package including medical, dental, and vision coverage.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.

• Engaging company culture with team-building activities and events.