Customer Success Manager – Mortgage

🕒 Julho 2

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

🏆 Sucesso do Cliente

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Infrrd

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💼 Consultoria

🛡️ Seguros

📦 Logística

Consulting • Insurance • Logistics

A Infrrd é uma líder em Plataformas de Automação Inteligente (IA) e é especializada em Processamento Inteligente de Documentos (IDP). A empresa oferece soluções baseadas em IA para processamento de documentos, especialmente em setores como hipotecas, seguros e contabilidade. A plataforma da Infrrd automatiza a extração de dados de documentos complexos, incluindo desenhos de engenharia e empréstimos hipotecários, reduzindo a intervenção manual e aumentando a precisão e a velocidade de processamento. A Infrrd é reconhecida por sua precisão superior, ganhos em eficiência operacional e conformidade robusta no manuseio de grandes volumes de documentos não estruturados. As soluções da empresa permitem que os negócios escalem sem esforço, alcancem um ROI mais alto e mantenham uma precisão melhor do que a humana no processamento de documentos.

Descrição

• Lead end-to-end onboarding for enterprise mortgage clients, from contract signature through go-live, including success plans, training, and acceptance criteria tailored to each client's mortgage operations (origination, underwriting, servicing, post-close). • Coordinate with Infrrd's implementation and engineering teams to configure document extraction models for loan specific document types (1003, 1008, CD, AUS findings, appraisals, W-2s, 4506-C, etc.) and track adoption metrics through ramp-up. • Partner with clients and Product to design and implement automated mortgage workflows, from intake and classification to data extraction, validation, and downstream handoffs, translating requirements like TRID compliance checks, stacking order automation, and condition clearing into product configurations. • Act as a subject matter expert on mortgage document taxonomies, regulatory frameworks (RESPA, TILA, FNMA/FHLMC), and LOS/LoanOS ecosystem integrations (Encompass, Empower, BSSI, etc.), documenting best practices for repeatable deployment. • Own deep, trusted relationships with C-suite, VP, and Director-level stakeholders across operations, technology, and compliance within mortgage lenders, servicers, and IMBs, serving as the single point of contact for post-sales activities, escalations, and structured QBRs/EBRs that demonstrate quantifiable ROI. • Own net revenue retention (NRR) and expansion targets for your book of accounts, including upsell and cross-sell of additional Infrrd modules, partnering with Account Executives on renewal strategy and growth planning. • Synthesize client feedback into clear, prioritized product requirements; act as an internal SME for Product, reviewing proposed features against real-world mortgage use cases and regulatory constraints. • Use customer health scoring, usage analytics, and engagement signals to proactively manage account risk and opportunity, maintaining clean CRM hygiene (Salesforce/Gainsight) and accurate renewal/expansion forecasts.

🎯 Requisitos

• 10+ years of experience in the mortgage industry, in Mortgage Operations, Underwriting, Loan Processing, Servicing, or Mortgage Technology, with deep, hands-on knowledge of the full mortgage lifecycle. • 5+ years in a Customer Success, Account Management, or Client Services role at a SaaS or enterprise technology company, with a track record of managing and growing large enterprise accounts. • Deep expertise in mortgage document types and data: 1003, 1008, Closing Disclosure, AUS findings (DU/LP), appraisals, title commitments, 4506-C, W-2, paystubs, bank statements, flood certs, and more. • Strong working knowledge of mortgage regulatory frameworks: RESPA, TILA, TRID, FNMA/FHLMC seller/servicer guides, CFPB guidelines, and QM/ATR rules. • Demonstrated ability to articulate technical product capabilities to technical and non-technical audiences alike, including integration patterns, API concepts, and workflow automation logic. • Proven track record driving measurable business outcomes for enterprise clients, including reduced cycle times, improved accuracy, FTE optimization, and SLA performance, with strong executive presence and communication skills. • US-based with ability to travel to client sites as needed. • Experience with Loan Origination Systems (Encompass, Empower, OpenClose, BSSI), AI/OCR/IDP platforms, workflow automation in regulated financial services, mortgage QC processes, and tools like Salesforce, Gainsight, Jira, Confluence, or Tableau/Power BI is a strong plus. • MISMO or industry certification (CMB, CMT) a plus.

🏖️ Benefícios

• Work at the intersection of AI and mortgage, one of the most document-intensive industries in the world, at a Gartner 2025 IDP Magic Quadrant Leader. • Be a founding member of a growing US Customer Success practice; shape how Infrrd scales with enterprise mortgage clients. • Direct access to product and engineering leadership; your mortgage expertise will influence the roadmap. • Collaborative, fast-moving culture with a genuine commitment to customer outcomes and continuous learning.