Deployment Success Manager

Valon Mortgage; San Francisco (CA); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive compensation package

PTO, sick time, and company holidays

Remote, hybrid, or in-office options

Health, dental, and vision insurance

Parental leave

Job summary

Valon Mortgage seeks a Deployment Success Manager to own post-go-live operational success for ValonOS. You will partner with clients to tune processes, training, and configuration, ensuring durable, measurable business outcomes and ongoing growth.

You will monitor operational health with analytics, investigate root causes, and drive resolution through SOPs, product feedback, and close collaboration with cross-functional teams. This role bridges strategy and hands-on ops.

Qualifications

• Experience solving complex operational problems post-launch.
• Ability to interpret data and drive action.
• Experience in regulated or enterprise environments.

Responsibilities

• Own ongoing client relationship management post go-live.
• Monitor operational health and drive data-driven improvements.
• Diagnose root causes and close gaps in processes, training, and configuration.
• Co-develop solutions with clients to optimize ValonOS and expand usage.
• Serve as a proactive backstop to keep client operations running smoothly.

Skills

Client relationship management

Data analysis

SQL

Dashboards

Problem solving

Cross-functional collaboration

Tools

SQL

Dashboards

AI agents

Process documentation systems

Job description

• 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 escape 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
• 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
• 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
• 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
• That means:
• Client operators can correctly and compliantly service on ValonOS—measured by business-unit-specific KPIs
• You can walk into a domain you do not understand, build a working model quickly, find the data and people who matter, and drive an operational outcome—not just a recommendation
• Your deep understanding of the client deployment shifts client behavior and informs company-level reviews
• You identify and advance revenue opportunities—stabilized loan/FTE growth and longer-term upsell—without losing sight of operational fundamentals
• You move fast without becoming sloppy. You are energized by incomplete context, not paralyzed by it
• You can hold a room of senior client leaders and still go low-level enough to shadow an operator, debug a workflow, or query the warehouse
• If you manage people, your pod gets sharper: clearer decisions, faster learning loops, stronger client trust, and better ICs

Benefits

• Compensation: You’ll receive a highly competitive compensation package with room to grow.
• Time Away: We offer a generous PTO program, sick time, and company holidays.
• Flexible Work: Remote, hybrid, or in-office. We’ve got it all and aim for you to work where it works. Where possible, we offer geographic flexibility.
• Health Benefits: Health, dental, and vision insurance are all company-sponsored to keep you healthy and strong.
• Parental Leave: Birthing and non-birthing parents receive 12 weeks of fully paid time to welcome a new child.

This role is for people who have repeatedly been handed messy, important operational problems after the “launch” and found a way to make things actually workYou have taught yourself new tools because the work demanded it (SQL, dashboards, AI agents, process documentation systems)The common thread is not pedigree. It is speed of learning, quality of judgment, and willingness to own the outcome after go-lifeYou are comfortable being both strategic (business reviews, staffing models, expansion) and extremely low-level (shadowing ops, rewriting SOPs) in the same weekYou are restless around operational ambiguity. Metrics are red and nobody agrees why—you start investigating anywayYou can communicate clearly with client executives, operators, engineers, and internal partners without changing the substance of your thinkingYou may be a fit if:We are especially excited by high-horsepower operators from servicing operations, enterprise implementation, customer success in complex environments, strategy consulting, banking, Chiefs of Staff, product or business operations, and people from other intense regulated-industry environments who have had to solve ambiguous problems under pressureYou care about durable client outcomes, not just hitting a go-live date