Customer Success Associate - Growth & Adoption (Remote)

Remote; San Francisco (CA); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Employee Stock Option Plan

Job summary

Total Expert is the Customer Operating System for financial services. The Associate Customer Success Manager will manage a portfolio of Tier 4 customers, driving adoption, engagement, satisfaction, retention, and growth. You will guide clients toward outcomes, manage health signals, and collaborate with Sales and Product to maximize value.

This is ideal for someone building a career in Customer Success. The role offers a hybrid schedule in Dallas, TX or Minneapolis, MN, with remote work for

Qualifications

• 1–2 years of client-facing experience in a professional setting.
• Interest in building a long-term career in Customer Success and growing into larger relationships.
• Mortgage, banking, financial services, or fintech experience preferred.
• Strong communication skills and the ability to lead conversations with diverse stakeholders.
• Customer-first mindset and passion for helping customers achieve outcomes.
• Proactive account management with anticipation of needs and risks.
• High sense of urgency, ownership, and follow-through.
• Excellent organization and time management for multiple accounts.
• Ability to translate data into actionable insights for customers.

Responsibilities

• Own a defined portfolio of Tier 4 customers and serve as the primary contact.
• Build relationships by understanding customer objectives, priorities, and challenges.
• Lead recurring touchpoints, success planning, and business reviews.
• Maintain accurate customer documentation, success plans, risks, and activities.
• Monitor health, usage, engagement, sentiment, and other signals to identify risks and opportunities.
• Develop and execute action plans to address risks and drive adoption and outcomes.
• Drive product adoption through proactive education, training, and guidance.
• Prepare for and deliver customer business reviews with insights and recommendations.
• Own renewal conversations and retention strategies across the portfolio.
• Identify expansion opportunities and collaborate with Sales on account strategy.
• Collaborate with Support, Product, Implementation, and Professional Services to resolve challenges.
• Demonstrate urgency and follow-through on commitments and escalations.
• Proactively communicate with customers and continuously learn the platform and industry.

Skills

Client-facing experience

Strong communication

Customer-first mindset

Ownership & accountability

Mortgage/financial services knowledge

Job description

Total Expert is the Customer Operating System for financial services. The Associate Customer Success Manager will manage a portfolio of Tier 4 customers, driving adoption, engagement, satisfaction, retention, and growth. You will guide clients toward outcomes, manage health signals, and collaborate with Sales and Product to maximize value.

This is ideal for someone building a career in Customer Success. The role offers a hybrid schedule in Dallas, TX or Minneapolis, MN, with remote work for