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Head of Customer Success
2 weeks ago
Role Overview & Key Responsibilities:
As Head of Customer Success, you will build, lead, and scale the Customer Success function at Mortgage Automator. You will serve as a strategic partner across Product, Sales, Onboarding, Support, and Marketing, working cross-functionally to drive customer value, retention, and lifetime expansion. You will be the client advocate and help to design the frameworks, systems, and team culture that ensures customers succeed with our platform and become long-term advocates.
Customer Success Strategy & Execution
Design, implement, and own the end-to-end customer success strategy
Build customer journey maps, segment strategies, and health scoring models
Develop and deploy scalable playbooks across lifecycle stages (adoption, renewal, upsell, advocacy)
Team Leadership & Development
Build and manage a high-performing CS team, starting with CSMs
Define KPIs, compensation frameworks, SOPs, and coaching cadences
Lead regular 1-on-1s, performance reviews, and growth development sessions
Retention, Expansion & Advocacy
Reduce churn by proactively managing customer risk and engagement
Collaborate with Product and Support to resolve issues before they escalate
Drive account expansion via contextual upsells (integrations, packages, add-ons)
Support Marketing with review generation (G2, Capterra, Serchen) and success story development
Product Collaboration & Customer Insights
Serve as the primary voice of the customer to Product and Development
Build and manage structured feedback loops (feature requests, pain points, UX friction)
Leverage data and usage patterns to guide roadmap recommendation
Automation, Systems & Data Integrity
Implement tech-touch strategies, onboarding tours, and in-app education
Work within and optimize HubSpot for customer lifecycle management
Ensure strong data hygiene, usage tracking, and CRM health across all CS workflows
Cross-Functional Collaboration
Partner with Sales and Onboarding to ensure smooth handoffs and accurate customer expectations
Align with Onboarding on customer readiness and early experience metrics
Work with Marketing to define ICPs and gather actionable user insights
Collaborate with Support/Client Solutions on client escalations and ticket trends
Requirements
Leadership Experience:
5 - 7 years in Customer Success or very similar, including 3+ years in a senior leadership/head-level role in a SaaS company in CS, Onboarding or very similar.
SaaS Expertise:
Proven experience scaling a CS function in a B2B SaaS environment with a complex platform (FinTech/lending/ERP a plus)
Product-Led Thinking:
Deep understanding of customer journeys, lifecycle metrics, and tech-enabled CS strategy●
Tools Savvy:
Proficient with CS and CRM tools, HubSpot (preferred), in-app guidance tools, and feedback collection platforms
Analytical & Operational:
Skilled at building dashboards, defining KPIs, tracking retention/churn/expansion metrics
Client-Facing Acumen:
Strong interpersonal and communication skills, capable of holding strategic conversations with executives and clients
Builder Mentality:
Able to roll up sleeves to create from scratch, whether that's processes, teams, leveraging and implementing automation and AI, dashboards, or SOPs
Benefits
Mortgage Automator was started in 2013 as a simple document-generating tool for a small private lender in Toronto, Canada. Since then, the software has evolved significantly to encompass every possible feature and account for all the unique lending scenarios. Mortgage Automator is a cutting-edge technology company specializing in providing innovative, automated solutions for the private lending industry.
