Porch Group · 4 days ago
Head of Client Success
United States
Full-time
Remote
Senior Level, Lead/Staff
$132K/yr - $185K/yr
10+ years exp
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Responsibilities
Own the client lifecycle, ensuring that our customers—from brokers to enterprise lenders—realize the full potential of Floify’s platform to drive positive business outcomes.
Focus on product activation, adoption, retention, and expansion while building strong relationships with senior executives and ensuring seamless alignment with Product, Engineering, Support, and Operations.
Develop and implement comprehensive onboarding strategies to ensure rapid client activation and engagement.
Monitor adoption metrics and proactively drive deeper utilization of key features based on client business needs.
Create customized success plans that align with clients’ business goals and operational challenges.
Establish frameworks to improve Net Revenue Retention (NRR), reduce churn, and increase account expansion.
Identify opportunities for upselling and cross-selling, positioning Floify’s products to address evolving client needs.
Implement scalable processes to manage both high-touch enterprise relationships and smaller accounts effectively.
Build trusted, long-term relationships with C-level executives and other senior stakeholders, earning their respect through demonstrated gravitas.
Navigate complex client organizations to identify and engage key decision-makers and influencers.
Travel to key client sites to build relationships, uncover new business opportunities, and ensure alignment with strategic objectives.
Lead Quarterly Business Reviews (QBRs) with key accounts, reviewing progress, resolving challenges, and planning future goals.
Develop and refine operational strategies, including ideal client onboarding frameworks, QBRs, and playbooks to drive consistent success and retention.
Create and implement processes for tracking customer health, ensuring proactive interventions to address risks or challenges.
Collaborate closely with Product and Engineering to ensure client feedback informs platform development and enhancements.
Serve as an effective communicator and translator between clients and Product, Engineering, Support, and Operations teams.
Leverage knowledge of mortgage point-of-sale systems, CRMs, Loan Origination Systems (LOS), and other industry tools to align product value with client goals.
Translate technical features into business value for non-technical stakeholders, fostering client understanding and buy-in.
Build, mentor, and manage a high-performing client success team, setting clear goals and fostering accountability.
Provide coaching and support to team members, helping them engage with senior stakeholders and grow client relationships.
Develop frameworks for continuous improvement in customer success practices and performance.
Develop and report on key success metrics, including product usage, NRR, churn, and customer health scores.
Use data insights to refine strategies and proactively address potential risks or growth opportunities.
Qualification
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Required
Bachelor's degree or equivalent experience
10+ years of experience in Client Success, Account Management, or a related role in B2B mortgage technology or financial technology.
Proven ability to drive product adoption, expansion, and retention within complex client relationships.
Strong technical knowledge of mortgage point-of-sale platforms, CRM systems, Loan Origination Systems (LOS), and related technologies.
Demonstrated gravitas to engage senior-level contacts and earn the respect of key decision-makers.
Skilled at navigating client organizations to reach decision-makers and align them with Floify’s solutions.
Thrives in a fast-paced, start-up-like environment, with the ability to wear multiple hats and shift between strategic and tactical priorities.
Brings proven operational excellence, including expertise in client onboarding strategies, QBRs, and success playbooks.
Exceptional communicator, able to serve as a critical bridge between clients and Product, Engineering, Support, and Operations teams.
Demonstrated ability to navigate challenges with professionalism and a positive, solutions-oriented mindset.
Experience building, mentoring, and growing high-performing client success teams.
Familiar with B2B metrics such as NRR, customer health scores, churn, and QBRs.
Willingness to travel to key client sites and industry events as needed.
Excellent negotiation, communication, and problem-solving skills.
Benefits
Long-term incentive awards
Annual bonus based on individual and company performance
Three (3) Medical plan options
Two (2) Dental plan options
Vision plan
Critical Illness, Hospital Indemnity and Accident plans
Health Savings Account
Flexible Savings Accounts including healthcare, dependent care, and transportation savings options
Basic Life and AD&D
Short and Long-Term Disability benefits
Voluntary Life and AD&D plans
Traditional and Roth 401(k) plans with a discretionary employer match
Headspace
Brio Health
LifeBalance
Flexible paid vacation
Company-paid holidays of typically nine per year
Paid sick time
Paid parental leave
Identity theft program
Travel assistance
Fitness and other discounts programs
Company
Porch Group
Porch Group is a vertical software platform for residential environments.
1,001-5,000 employees
Funding
Current Stage
Public CompanyTotal Funding
$648.85MKey Investors
Wellington ManagementRunway Growth CapitalValor Equity Partners
2023-04-17Post Ipo Debt· $333M
2022-04-15Post Ipo Equity· $4M
2021-10-01IPO· undefined
Leadership Team
Matt Ehrlichman
Founder, Chairman and CEO
Jake Cooney
Design Director and Co-founder
Recent News
Coverager - Insurance news and insights
2024-11-19
2024-11-11
2024-11-04
Company data provided by crunchbase
