FirstClose · 4 weeks ago
Technical Customer Success Manager
United States
Full-time
Remote
Senior Level
$85K/yr - $115K/yr
5+ years expFirstClose is a leading finance technology provider specializing in property and borrower data intelligence for financial institutions in real estate and mortgage lending. The Technical Customer Success Manager plays a crucial role in ensuring customers achieve value through the mortgage technology platform while providing advanced technical support and guidance through onboarding and optimization processes.
BankingFinancial ServicesFinTechSoftware
Responsibilities
Serve as the primary technical liaison between customers and internal teams to triage issues, resolve order discrepancies, manage configuration requests, and escalate complex incidents to T3 Engineering with clear documentation
Drive product adoption and value realization by aligning platform capabilities with mortgage workflows (Title, Valuation, Closing, LOS/POS configurations) and guiding customers through configuration best practices
Build trusted, advisor-level relationships by understanding each customer’s lending process, ecosystem integrations, and operational KPIs, ensuring solutions support both efficiency and compliance
Monitor key account health metrics such as usage trends, cycle times, pull-through rates, order quality, and configuration drift to proactively identify risks and improvement opportunities
Partner cross-functionally with Sales, Product, and Engineering to support renewal planning, communicate customer needs and regulatory considerations, and influence roadmap priorities
Collaborate with Account Managers on customer engagements including check-ins, QBRs/EBRs, and data-driven recommendations that strengthen adoption, improve operational outcomes, and drive business value
Support continuous improvement by identifying optimizations, recommending new features or configurations, and completing other responsibilities as needed to enhance customer satisfaction and platform performance
Complete other duties as assigned
Qualification
Required
5+ years' experience in Customer Success, Account Management, or Support within SaaS, fintech, lending, or mortgage technology
Strong analytical abilities with experience interpreting usage trends, workflow data, and operational KPIs
Hands-on experience troubleshooting software issues and managing configuration or change-management updates
Working knowledge of mortgage operations (e.g., Processing, Underwriting, Closing, Title, Valuation, Flood)
Exceptional communication and stakeholder management skills, comfortable engaging technical and non-technical audiences
Proficiency with key tools including Microsoft Office, Salesforce, and POS/LOS platforms; familiarity with API integrations, Auth0, and general change-management processes
Basic background checks and references
Ability to work shifts ranging from 7 AM- 7 PM CST
Direct experience in the mortgage industry (lender, vendor, LOS/POS provider, or mortgage SaaS)
Understanding of regulatory and investor requirements affecting workflow design (TRID, UCD, AUS findings, vendor management standards)
Benefits
Competitive Base Salary
Employee Benefits Program
Company
FirstClose
FirstClose is a provider of best-in-class property & borrower data intelligence and settlement services nationwide.
51-200 employees
H1B Sponsorship
FirstClose has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$35MKey Investors
Lateral Investment ManagementCypress Growth Capital
2022-05-17Series Unknown· $35M
2018-09-11Series Unknown
Leadership Team
Tedd Smith
Chief Executive Officer
Tim Smith
Co-Founder\Chief Strategy Officer
Recent News
2025-12-11
2025-11-26
Company data provided by crunchbase