The Mortgage Office · 2 weeks ago
Customer Success Team Lead
Huntington Beach, CA
Full-time
Onsite
Mid, Senior Level
$115K/yr - $120K/yr
3+ years expApplied Business Software, Inc. is the industry leader in private lending and loan management technology. The Customer Success Team Lead will build the operational foundation of the Customer Success organization, developing playbooks and systems that drive customer retention and team effectiveness.
Financial ServicesInformation TechnologySoftwareWeb Development
Responsibilities
Develop and implement CS team strategy, playbooks, and foundational frameworks
Lead team coordination through regular meetings and process alignment
Serve as the operational point person for CS processes and playbook execution
Drive CS enablement—equipping the team with the tools, resources, and training to execute effectively
Facilitate cross-functional alignment with Account Management, Onboarding, and Support teams
Build comprehensive playbooks: onboarding, risk intervention, renewal management, escalation, QBRs
Create segment-specific approaches for our diverse customer base (Private Lenders, CDFIs, Municipalities, Tribal Nations, etc.)
Establish standardized processes for customer lifecycle milestones and touchpoints
Define success metrics and KPIs for each playbook to measure effectiveness
Create templates and documentation that enable consistent team execution
Lead evaluation and implementation of CS platform (Vitally, ChurnZero, Gainsight) integrated with HubSpot
Design health scoring models and build automated alerts to surface at-risk accounts early
Build product usage tracking to surface risk and opportunity signals
Implement customer segmentation strategies to prioritize engagement and resources
Establish data hygiene standards and processes for accurate customer records
Develop dashboards for CS health, adoption trends, and retention metrics
Qualification
Required
3-5 years in Customer Success or Revenue Operations (B2B SaaS required)
Proven track record building frameworks, playbooks, and scalable processes
Hands-on experience standing up and administering CS platforms (Vitally, Gainsight, ChurnZero, or similar), including data ingestion, health scoring, and reporting
Strong HubSpot or Salesforce experience (workflows, reporting, customer data management)
Experience partnering with Account Management, Onboarding, and Revenue teams to align on customer outcomes
Comfortable building dashboards, analyzing customer data, and translating insights into action
Preferred
SQL proficiency for custom reporting and data analysis
Experience with BI tools (Power BI, Looker, Tableau)
Experience with product analytics platforms (Pendo, Amplitude, Mixpanel)
Background in financial services, lending, or regulated industries
API and webhook integration experience
Benefits
Comprehensive health, dental, and vision coverage.
401(k) with company funded match.
Performance-based bonuses.
Generous PTO.
Modern workspace with on-site amenities.
Awesome company Christmas party.
Company
The Mortgage Office
The Mortgage Office® is a powerful suite of lending solutions. Using our comprehensive core loan servicing products.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Carlos Nodarse
Chief Executive Officer
Brett Lawrence
Chief Financial Officer
Recent News
2025-05-29
Company data provided by crunchbase