Deployment Success Manager

Valon; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

Valon is hiring a Deployment Success Manager to own post-go-live operations for ValonOS deployments. You will understand each client’s business, configure ValonOS, and co-develop solutions to close process and training gaps, ensuring durable success and measurable business outcomes.

You will diagnose issues, drive process improvements, and maintain client relationships while identifying growth and efficiency opportunities across deployments.

Qualifications

• Own ongoing client relationship and monitor operational health.
• Investigate root causes through data and shadowing; drive resolution.

Responsibilities

• Builds and monitors operational health dashboards from go-live onward.
• Investigates root causes through data and shadowing—training gaps, visibility issues, process debt, product gaps.
• Facilitates client development of new SOPs and operating processes; patches gaps with Implementation and escalates product holes to R&D.
• Owns the ongoing client relationship: regular business updates and escalation handling.
• Drives adoption of new products and surfaces upsell opportunities in collaboration with Product teams.

Skills

Data analysis

Operations leadership

Client relationship management

Problem solving

Dashboard interpretation

Job description

About The Company

Valon is building the AI-native operating system for regulated finance, starting with mortgage servicing.

We're a Series C company backed by a16z, transforming industries that others have written off as too complex to innovate.

Rather than build on top of broken legacy systems, we took a different approach: we built and operate our own mortgage servicing business managing $110+ billion in loans. This wasn't the end goal, it was how we deeply understood the complexity needed to build software that actually works in regulated industries.

The results speak for themselves. We've transformed mortgage servicing from a 0% margin business into 60%+ margins while dramatically improving customer experience. Major enterprise contracts are now deploying across the industry.

ValonOS is our unified platform that makes every process structured and programmable and it is perfectly positioned for the AI era. When everything flows through one system with rich data, AI agents don't just automate tasks, they continuously improve entire operations. Mortgage servicing is just the beginning of our vision to transform regulated industries and beyond.

Why Valon

How many times in your career are you going to get the chance to deploy an eight- or nine-figure software contract into one of the most regulated industries on the planet?

Not many. That's what we do here.

Valon is the AI-native operating system for mortgage servicing - a $13 trillion industry running on infrastructure built before the iPhone. We did not try to fix it from the outside. We bought our way in: built and operate our own mortgage servicing business managing $110B+ in loans, used that operation to deeply understand every workflow that breaks at scale, and then built the software we wished existed.

The result: a 0% margin business turned 60%+. Our own servicing operation runs at 4x the employee efficiency of the industry. Major enterprise servicers - including Newrez - are now deploying ValonOS across the industry. The contracts we are rolling out are some of the largest and most complex enterprise software deployments anywhere in financial services right now.

Why mortgage servicing is the most interesting problem you've (probably) never thought about

Every monthly payment from a homeowner triggers a chain reaction: money has to move, accounting entries have to balance, escrow has to disburse to the right counties and insurers, and every step has to satisfy regulators across all 50 states - each with its own foreclosure rules, notice timelines, fee restrictions, and licensing regimes. Get any of it wrong and you have created a CFPB headline.

Now do that for millions of loans, with hundreds of legacy vendors, dozens of capital partners, and operators who have been doing it one way for 30 years.

Mortgage servicing has resisted software automation for decades not because the individual problems are unsolvable, but because the abstractions are so hard to model correctly that no one had done it. We did. It took six years. Now we are deploying it across the industry - and that is where you come in.

What this role is

Deployment Success Managers own our clients' post-go-live operational success on ValonOS: part operator, part client strategist, part data investigator, and part executive translator. You develop a deep understanding of each client's business and operating model, how ValonOS is configured for them, and what "doing the job correctly" looks like in practice. Then you co-develop solutions with clients to close gaps—in process, training, configuration, or product—and stay accountable until the client's operators are running sustainably and the business outcome is measurable.

This is not a customer support role and it is not passive account management. After Deployment Strategy hands off at go-live, you own the ongoing partnership: monitoring operational health, diagnosing root causes when work breaks down, rebuilding processes around ValonOS capabilities, and identifying opportunities for growth, efficiency, and commercial expansion.

The job is not to escal and wait. The job is to figure out what is true, make the right call under ambiguity, and drive the work until the client's operation works in the real world.

What you will do

A client going live on ValonOS is not the finish line—it is when the real work begins. You inherit a complex servicing operation that must correctly and compliantly process loans every day, under regulatory scrutiny, with executives watching KPIs and operators still learning new workflows.

A Deployment Success Manager

• Builds and monitors operational health dashboards (in partnership with analytics) from go-live onward, using data to identify where clients are struggling to complete work correctly, timely, or efficiently.


• Investigates root causes through data and direct shadowing—training gaps, visibility issues, process debt, product gaps—and drives resolution instead of documenting problems.


• Facilitates client development of new SOPs and operating processes that fully leverage ValonOS; patches understanding gaps with Implementation and escalates product holes to R&D through ProdOps.


• Operates as a proactive safe-hands backstop when needed so client operations do not fail while permanent fixes are built. Clients ultimately own their outcomes; your job is to minimize thrash and drive durable success.


• Owns the ongoing business-unit-level client relationship: regular business updates, executive business reviews, and escalated concerns.


• Develops and maintains staffing models grounded in ValonOS data and each client's operating model—identifying over- or under-staffing and partnering with commercial leads on right-sizing.


• Drives adoption of new products and surfaces upsell opportunities—loan/FTE growth, AI products, and expanded ValonOS usage—working closely with Product teams on rollout playbooks.


• Serves as the two-way conduit between clients and R&D: performing discovery, surfacing gaps and feedback, and ensuring successful adoption of shipped features.

How we work

A Few Things We Actually Believe, Not Aspirationally

• You own the outcome, not a ticket queue. You do not log a gap and walk away. You diagnose, fix process, influence product, and measure whether client operators can do their jobs.


• Proactive beats reactive. Shifting from firefighting client escalations to proactive safe-hands and early signal from dashboards is how we scale across multiple deployments.


• You figure it out. There will be incomplete data, undocumented legacy behavior, tense tradeoffs between client and product, and unclear ownership. The job is to create clarity anyway.


• Code and data beat decks. A working query, a real dashboard, a validated SOP, or a clear operating decision wins over prettier slides.


• You build alignment, but you don't hide behind consensus. You synthesize, recommend, commit, and defend decisions with evidence—from business unit leaders to R&D.


• AI fluency is how the work gets done. Our team uses coding agents and in-house AI tooling. Our highest performers extend these tools and inform our engineers on what to build next.


• You are writing the playbook. Deployment Success is a new function built for a rapidly expanding business. Every framework will be built by someone in this seat figuring it out for the first time.

What success looks like

You are succeeding here if client leaders trust you with their operation and senior Valon leaders feel the client’s business is in safe hands.