Customer Success Manager- MCP

PartnerOne; United States; On-site; USD 100,000 - 150,000; Full time

Job summary

Mortgage Cadence is seeking a Customer Success Manager to be the relationship anchor for our existing client base, helping lenders grow, optimize, or get more from the MCP Platform. You are a trusted advisor who understands how our clients originate loans and where they feel friction, and you will leverage MCP, including Agentic AI capabilities, to solve real business problems.

This role sits at the intersection of retention, growth, and advocacy.

Qualifications

• Experience working with mortgage lenders and a working knowledge of mortgage origination processes.
• Proven ability to retain and grow a book of business through relationship management.
• Strong written and verbal communication skills; comfortable interfacing with senior leaders.

Responsibilities

• Manage a portfolio of MCP clients across the full post-implementation lifecycle.
• Drive renewal of 100% of your client book's contract value; identify at-risk accounts and mitigate.
• Conduct business reviews with client stakeholders to demonstrate ROI and align on roadmap.
• Identify, qualify, and close upsell opportunities within existing accounts, including new MCP modules and expanded platform tiers.
• Educate clients on MCP features, including Agentic AI workflows and integrations.
• Collaborate with Implementation and Support teams to ensure smooth go-lives and quick escalation resolution.
• Maintain accurate account health data, renewal forecasts, and pipeline records in CRM.

Skills

Relationship management

Multi-stakeholder communication

Retention and growth

Account management

Job description

The Customer Success Manager at Mortgage Cadence is the relationship anchor for our existing client base — the person lenders turn to when they want to grow, optimize, or get more out of the Mortgage Cadence Platform. You are not a support ticket queue. You are a trusted advisor who understands how our clients originate loans, where they feel friction, and how MCP — including its Agentic AI capabilities — can solve real business problems for them.

This role sits at the intersection of retention, growth, and advocacy. You will own a book of business made up of banks, credit unions, IMBs, and other mortgage originators, keeping renewals on track while actively identifying upsell opportunities where expanded MCP capabilities can drive value. You will be the internal voice of the customer — bringing market feedback, competitive intelligence, and client sentiment to Product, Sales, and Leadership.

What You\'ll Do

• Manage a portfolio of MCP clients including banks, credit unions, IMBs, and other mortgage originators across the full post-implementation lifecycle
• Drive renewal of 100% of your client book\'s contract value; proactively identify at-risk accounts and develop mitigation plans early
• Conduct regular business reviews with client stakeholders — from operational teams through executive sponsors — to demonstrate ROI and align on future roadmap
• Identify, qualify, and close upsell opportunities within existing accounts, including new MCP modules, expanded platform tiers, and incremental capabilities
• Act as a product educator: help clients adopt and maximize MCP features, including Agentic AI workflows, automation tools, and integration capabilities
• Partner with Implementation and Support teams to ensure smooth go-lives and quick resolution of escalations
• Serve as the client\'s internal advocate — translating their feedback, requests, and frustrations into actionable input for Product and Engineering
• Maintain accurate account health data, renewal forecasts, and pipeline records in CRM
• Represent Mortgage Cadence at industry events and client on-sites as needed
• Collaborate with the Sales team on expansion opportunities that may require a full AE-led sales cycle

Requirements

Required Qualifications

• Experience working with mortgage lenders — banks, credit unions, IMBs, or similar — and a working knowledge of the mortgage origination process
• Demonstrated ability to retain and grow a book of business through relationship management, not just reactive support
• Comfort navigating multi-stakeholder client organizations, from operations staff to C-level executives
• Strong written and verbal communication skills; confident presenting to senior audiences
• Experience identifying and closing upsell or expansion opportunities within an existing customer base
• Highly organized with the ability to manage a large, diverse portfolio of accounts simultaneously

Preferred Qualifications

• 4+ years of experience in Customer Success, Account Management, or a client-facing role within enterprise SaaS or financial technology
• Direct experience with LOS platforms or other mortgage technology software
• Familiarity with AI-powered automation and the ability to explain AI-driven features to non-technical stakeholders in plain, ROI-focused language
• Experience working with regulated financial institutions and an understanding of compliance sensitivities in the mortgage space
• Prior experience in a role that carried both retention and upsell quota accountability

Base Compensation Range: $100,000 - $150,000 USD annually

Commission: Additional commission structure available