Customer Success Manager

Mortgage Automator Inc.; Toronto; On-site; CAD 85,000 - 115,000; Full time

Benefits offered by this job

Time off

Wellness leave

Hybrid work

Catered lunches

Learning opportunities

Modern workspace

Health benefits

Job summary

Mortgage Automator Inc. is seeking a Customer Success professional to serve as the main contact for an assigned portfolio, building trusted relationships through proactive communication and follow-through.

You will onboard new clients, ensuring they are set up for success and confident using Mortgage Automator to its full potential. You will deliver product demos to articulate value, monitor adoption, respond to inquiries, gather feedback for product improvements, and partner with Sales to

Qualifications

• 2+ years in a customer-facing role within SaaS/fintech/mortgage industries.
• Exceptional interpersonal and communication skills, both written and oral.
• Proven track record of high customer service levels.
• Strong problem-solving abilities with ability to analyze situations and provide solutions.
• Able to work independently, manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as the primary contact for an assigned portfolio of clients, building trusted, long-term relationships through consistent communication and follow-through.
• Guide new clients through onboarding, ensuring they are set up for success and confident in using Mortgage Automator to its full potential.
• Deliver product and feature demonstrations that articulate value and maximize client use of the platform.
• Proactively monitor client accounts to identify adoption gaps, usage trends, or risks and resolve them before escalation.
• Respond to client inquiries and requests promptly, escalating appropriately and coordinating with internal teams to reach resolution.
• Advocate for clients by gathering product feedback for development and platform improvements.
• Partner with the sales team to identify upsell and cross-sell opportunities that align with client goals.

Skills

Customer-facing experience

SaaS experience

Fintech experience

Mortgage industry knowledge

Communication skills

Problem-solving

Education

Education and professional experience considered

Job description

• Serve as the primary point of contact for an assigned portfolio of clients, building trusted, long-term relationships grounded in consistent communication and follow-through.
• Guide new clients through onboarding, ensuring they are set up for success and confident in using Mortgage Automator to its full potential.
• Deliver product and feature demonstrations that clearly articulate value, helping clients maximize their use of the platform and contributing to Customer Lifetime Value (CLTV).
• Proactively monitor client accounts to identify adoption gaps, usage trends, or risks — and take initiative to resolve them before they escalated.
• Respond to client inquiries, concerns, and requests in a timely and professional manner, escalating appropriately and coordinating with internal teams to reach resolution.
• Advocate for clients internally by gathering and communicating product feedback to the development team, helping shape platform improvements.
• Partner with the sales team to identify upselling and cross-selling opportunities that align with client goals and add measurable value.
• Other duties as assigned.

• 2+ Year(s) of Experience in a customer-facing role within SaaS , Fintech or the Mortgage Industry.
• Exceptional interpersonal and communication skills, both written and oral.
• Proven track record of building and maintaining high customer service rates.
• Strong problem-solving skills with an ability to analyze situations and provide innovative solutions.
• Able to work independently, manage multiple priorities and thrive in a fast-paced environment.
• Education and professional experience considered.

Compensation

• On Target Earnings (OTE): CAD 100,000 /annual
• Split: 80% Base, 20% Variable

Time-Off & Work Life Balance

• Comprehensive Time Off: Competitive paid vacation to unplug and recharge throughout the year.
• Holistic Wellness Leave: Dedicated personal leave supporting total well-being, including physical recovery or mental health.
• Commuter-Friendly Hybrid: Flexible schedule blending collaborative office time with remote work.

Team Culture & Perks

• Catered Lunches: Monthly team lunches to celebrate wins and connect with colleagues.
• Growth & Learning: Continuous professional development with internal training and learning opportunities.
• Modern Workspace: Professional, supportive environment with tools and technology needed to succeed.
• Comprehensive Health Benefits