Customer Success Manager – MCP
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Job Description
Customer Success Manager managing existing client relationships at Mortgage Cadence. Focus on client growth, optimization, and platform utilization for mortgage lenders.
Responsibilities:
- Manage a portfolio of MCP clients including banks, credit unions, IMBs, and other mortgage originators across the full post-implementation lifecycle.
- Drive renewal of 100% of your client book's contract value; proactively identify at-risk accounts and develop mitigation plans early.
- Conduct regular business reviews with client stakeholders — from operational teams through executive sponsors — to demonstrate ROI and align on future roadmap.
- Identify, qualify, and close upsell opportunities within existing accounts, including new MCP modules, expanded platform tiers, and incremental capabilities.
- Act as a product educator: help clients adopt and maximize MCP features, including Agentic AI workflows, automation tools, and integration capabilities.
- Partner with Implementation and Support teams to ensure smooth go-lives and quick resolution of escalations.
- Serve as the client's internal advocate — translating their feedback, requests, and frustrations into actionable input for Product and Engineering.
- Maintain accurate account health data, renewal forecasts, and pipeline records in CRM.
- Represent Mortgage Cadence at industry events and client on-sites as needed.
- Collaborate with the Sales team on expansion opportunities that may require a full AE-led sales cycle.
Requirements:
- Experience working with mortgage lenders — banks, credit unions, IMBs, or similar — and a working knowledge of the mortgage origination process.
- Demonstrated ability to retain and grow a book of business through relationship management, not just reactive support.
- Comfort navigating multi-stakeholder client organizations, from operations staff to C-level executives.
- Strong written and verbal communication skills; confident presenting to senior audiences.
- Experience identifying and closing upsell or expansion opportunities within an existing customer base.
- Highly organized with the ability to manage a large, diverse portfolio of accounts simultaneously.
- 4+ years of experience in Customer Success, Account Management, or a client-facing role within enterprise SaaS or financial technology.
- Direct experience with LOS platforms or other mortgage technology software.
- Familiarity with AI-powered automation and the ability to explain AI-driven features to non-technical stakeholders in plain, ROI-focused language.
- Experience working with regulated financial institutions and an understanding of compliance sensitivities in the mortgage space.
- Prior experience in a role that carried both retention and upsell quota accountability.
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