Job Description
The Customer Success Manager at Mortgage Cadence is the relationship anchor for our existing client base — the person lenders turn to when they want to grow, optimize, or get more out of the Mortgage Cadence Platform. You are not a support ticket queue. You are a trusted advisor who understands how our clients originate loans, where they feel friction, and how MCP — including its Agentic AI capabilities — can solve real business problems for them. This role sits at the intersection of retention, growth, and advocacy. You will own a book of business made up of banks, credit unions, IMBs, and other mortgage originators, keeping renewals on track while actively identifying upsell opportunities where expanded MCP capabilities can drive value. You will be the internal voice of the customer — bringing market feedback, competitive intelligence, and client sentiment to Product, Sales, and Leadership. What You'll Do 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 pipel
