Customer Success Manager II (Mortgage Experience Required)

Who we are 

Stavvy is transforming how business is conducted remotely by making complex legal and financial transactions easier, safer, and more accessible to all. Whether we are working to enable title companies to facilitate remote closings in a safe way, better connecting lenders with the businesses they use during the home buying process, or building the next set of tools for the platform, Stavviators (our employees) are disruptors at heart. Our team is constantly iterating, solving problems, and working together to simplify life's defining moments. If you want to help power the paperless revolution, join us at Stavvy!

In this customer success manager role, you will be an integral part of the Revenue team, Responsible for assisting in change management to promote the adoption of digital transformation within the mortgage servicing industry.

• Facilitate Change Management & Drive Adoption: Manage a high touch onboarding & implementation process while maintaining a strategic consultative role for large enterprise clients within the mortgage servicing space
• Identify Growth Opportunities & Risk Mitigation: Monitoring customer health to take proactive action based on the gathered information & data analytics
• Account Plan Success Strategy: Ongoing collaboration with the Stavvy internal account team and external customer stakeholders in the creation and maintenance of an Account Plan detailing their immediate and future needs, desired business outcomes, & success metrics
• Maintaining accurate internal customer records: to support reporting back to the business
• Plan & Host Executive Business Reviews: for enterprise customers bringing key stakeholders and contributors to the table to share wins, new industry best practices, and review areas of potential growth/additional value
• Renewals: Managing the renewal records, communications & negotiations with both internal and external stakeholders
• Support Tech Touch SMB Book of Business: Contributing to and execution of a creative tech touch strategy to support SMB book of business post onboarding & implementation
• Product Knowledge: Pursuing product expertise, staying up to date on roadmap, product releases and managing customer feature requests/feedback in order to properly provide insight, consult and elevate the customer’s experience

• 3+ consecutive years in a customer success role, with at least two of those years at the same company, managing an enterprise-level book of business
• Background in Fintech, Mortgage Lending, Servicing, or Origination
• Proven track record of driving adoption and customer retention
• A proactive, customer-centric individual who thrives in creatively solving complex challenges in a fast-paced environment
• Relational and collaborative team player with the ability to plan and think both strategically and tactically
• Active listener with effective verbal and written communication skills
• Organized, detail-oriented, and process-driven to enhance cross-functional collaboration

• Fully Covered Medical Insurance
• Dental and Vision Insurance
• Equity 
• Unlimited PTO
• Paid Holidays 
• 401K
• Office centrally located in Boston’s financial district
• Paid Parental, Medical & Military Leave
• Monthly $100.00 employee lifestyle stipend
• Competitive salary and generous stock options
• Core values-based leadership
• Endless opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup

If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Stavvy is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.