Customer Success Manager

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by 1) providing the best services for homebuyers, 2) led by advantaged underwriting in insurance, 3) to protect the whole home.

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Customer Success Manager

Location: United States

Workplace Type: Remote

We are seeking a highly motivated Customer Success Manager (CSM) with deep knowledge of residential mortgage workflows and experience supporting lenders through technology adoption.

Floify is a leading residential mortgage point-of-sale (POS) provider, offering customizable borrower workflows that help lenders streamline the mortgage process. As a CSM, you will act as a trusted advisor to our clients, ensuring they achieve maximum value from the Floify platform while driving adoption, satisfaction, retention, and long-term growth

What You Will Do As A Customer Success Manager:

• Serve as the primary point of contact for assigned mortgage lending clients, managing onboarding, training, and ongoing success.
• Develop a deep understanding of each client’s business objectives and align product solutions to meet their needs.
• Provide expert guidance on residential mortgage workflows, including origination and processing best practices.
• Partner with clients to optimize their use of LOS (Loan Origination Systems) and POS (Point of Sale) integrations.
• Proactively monitor client health and address potential risks to retention or satisfaction.
• Collaborate cross-functionally with Product, Support, and Sales to advocate for client needs and provide feedback on product enhancements.
• Deliver business reviews and success plans to executive and operational stakeholders.
• Drive client retention and expansion through proactive engagement and strategic account management.
• Manage contract renewals and identify opportunities for product upsells to drive client growth and company revenue.
• Stay current on mortgage industry trends and regulatory changes that may impact clients.

What You Will Bring As A Customer Success Manager

• 4+ years of residential mortgage workflow experience with a strong focus on originations.
• Hands-on experience with leading LOS applications such as Encompass, LendingPad, BytePro, or similar.
• Solid understanding of the full mortgage origination lifecycle, from application to closing.
• Experience with mortgage POS systems (preferred).
• Proven ability to manage client relationships and drive technology adoption in a SaaS environment.
• Excellent communication, presentation, and problem-solving skills.
• Strong organizational skills with the ability to manage multiple accounts and projects simultaneously.
• Ability to travel up to 20% for client engagements, events, and business needs.
• Associate’s degree or higher in business, finance, or a related field (or equivalent professional experience).

Preferred

• Prior Customer Success or Account Management experience in the mortgage technology space.
• Ability to thrive in a fast-paced, dynamic environment with shifting priorities.
• Passion for delivering exceptional client experiences and building long-term partner