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VP of Customer Success
SECURENTITY
Posted: 10/19/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success management, focusing on enterprise mortgage lenders and technical products. Proficient in analyzing data trends, driving customer outcomes, and developing operational standards for customer success.
Highest-signal resume keywords
Customer Success ManagementData AnalysisAccount ManagementCommunication SkillsTechnical Product Familiarity
About the role
Key responsibilities & impact- Serve as the primary point of contact and trusted advisor for a portfolio of enterprise mortgage lenders
- Define customer success criteria and build and run plans to achieve them
- Conduct QBRs and executive business reviews
- Monitor account health using call data and usage trends
- Drive expansion into new call types, teams or lines of business
- Run escalations and coordinate with Forward Deployed, Engineering and Product teams to resolve issues
- Represent the voice of the customer internally and help shape the product roadmap
- Use LLMs to automate customer success tasks, including call reviews, health reports and QBR preparation
- Help define Customer Success playbooks and operating standards as the team scales
- Diagnose AI agent performance and customer needs without building agents directly
Requirements
What you’ll need- 2–6 years of experience in customer success, account management or another customer-facing role, ideally with enterprise B2B customers
- Clear, effective communication skills and professional polish
- Track record of owning customer outcomes end to end, including renewals and expansion, in an ambiguous, fast-moving environment
- Comfort analyzing datasets and interpreting data trends
- Willingness to learn and interest in deeply understanding technical products
- Experience managing customers for a technical or AI product, such as voice, contact center, conversational AI or sales tooling (nice to have)
- Familiarity with mortgage, lending or another regulated financial services vertical (nice to have)
- Experience working at early-stage startups (nice to have)
Benefits
Comp & perks- Top-of-market medical, dental and vision coverage for you and your dependents
- 401(k) with a top-of-market employer match
- Unlimited PTO
- Snacks, weekly team lunches and dinner on the company
- Hybrid in-office schedule: four days a week together in SF, with a flexible remote day on Wednesdays
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success Criteria DefinitionQBR PreparationAccount Health MonitoringAI Product ManagementData Trend Interpretation
Soft Skills
Effective CommunicationProfessional PolishProblem SolvingAdaptability
Tools & Technologies
LLMsVoice TechnologyContact Center SolutionsConversational AI
Industry Keywords
MortgageLendingFinancial ServicesB2B Customer EngagementStartup Experience