Customer Success Manager – AI Mortgage (Hybrid)

Rockstar; San Francisco (CA); Híbrido; USD 120 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, dental, vision

401(k) match

Unlimited PTO

Team meals

Hybrid in SF schedule

Resumo da oferta

Rockstar in San Francisco is building market-leading AI voice agents for mortgage lenders. As a Customer Success Manager, you will own relationships with top enterprise clients, drive adoption and expansion, and partner with product teams to translate customer feedback into improved AI agents.

This role centers on delivering outcomes for customers and maintaining high account health. You will work in a hybrid in-office model with four days in SF and a remote day, collaborating with Forward

Qualificações

• 2–6 years of experience in customer success, account management or another customer-facing role, ideally with enterprise B2B customers.
• Clear, effective communicator with polish; can deliver news without losing trust.
• Track record of owning customer outcomes end to end, including renewals and expansions.
• Good data intuition; comfortable looking at datasets and interpreting insights.
• Willingness to learn; no prior AI experience required, but eagerness to dive into a technical product.

Responsabilidades

• Be the primary point of contact and trusted advisor for a portfolio of enterprise mortgage lenders.
• Define success criteria, QBRs and executive business reviews for each customer.
• Monitor account health using call data and usage trends; address issues proactively.
• Drive expansion by identifying new call types, teams or lines of business for the AI.
• Coordinate escalations with Forward Deployed, Engineering and Product to drive resolutions.
• Represent the voice of the customer to shape the product roadmap.
• Utilize AI tools to automate busywork like call reviews and health reports.

Conhecimentos

Enterprise B2B

Customer success

Account management

Data intuition

Strong communication

SQL basics

Ferramentas

CRM

Descrição da oferta de emprego

Rockstar in San Francisco is building market-leading AI voice agents for mortgage lenders. As a Customer Success Manager, you will own relationships with top enterprise clients, drive adoption and expansion, and partner with product teams to translate customer feedback into improved AI agents.

This role centers on delivering outcomes for customers and maintaining high account health. You will work in a hybrid in-office model with four days in SF and a remote day, collaborating with Forward