Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Managing and expanding relationships with mortgage lenders using a mortgage origination platform with an accent on retention, renewals, upselling, and client advocacy. Focus on demonstrating ROI, driving adoption of Agentic AI workflows, solving account risks, and translating customer feedback into product improvements.

Location: Remote within the United States; client on-sites and industry events may be required as needed.

Salary: $100,000–$150,000 USD annually, plus additional commission structure.

Company

hirify.global provides a mortgage technology platform for banks, credit unions, independent mortgage banks, and other mortgage originators.

What you will do

• Manage a portfolio of mortgage technology clients throughout the post-implementation lifecycle.
• Drive renewals, identify at-risk accounts, and develop mitigation plans to protect contract value.
• Lead business reviews with operational stakeholders and executive sponsors to demonstrate ROI and align on the future roadmap.
• Identify and close upsell opportunities involving platform modules, tiers, automation, and integration capabilities.
• Educate clients on platform features, including Agentic AI workflows, and partner with Implementation, Support, Sales, Product, and Engineering.
• Maintain account health, renewal forecasts, and expansion pipeline data in the CRM while representing customer needs internally.

Requirements

• Experience working with mortgage lenders, including banks, credit unions, independent mortgage banks, or similar organizations.
• Working knowledge of the mortgage origination process and experience with relationship-led retention and account growth.
• Ability to navigate multi-stakeholder organizations and present confidently to senior and C-level audiences.
• Experience identifying and closing upsell or expansion opportunities within existing accounts.
• Strong written and verbal communication skills, organizational ability, and capacity to manage a large, diverse portfolio.
• 4+ years of experience in Customer Success, Account Management, or another client-facing role in enterprise SaaS or fintech is preferred.

Nice to have

• Direct experience with loan origination systems or mortgage technology software.
• Familiarity with AI-powered automation and explaining AI features to non-technical stakeholders in ROI-focused language.
• Experience with regulated financial institutions and mortgage compliance sensitivities.
• Experience carrying both retention and upsell quota accountability.

Culture & Benefits

• Remote work arrangement within the United States.
• Additional commission structure alongside base compensation.
• Opportunity to influence product development through customer feedback and market insight.
• Collaboration with Implementation, Support, Sales, Product, Engineering, and Leadership teams.