Client Success Manager

🕒 January 29

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Better

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

🤝 B2B

🛍️ eCommerce

🌐 Web 3

💰 $528M Post-IPO Debt on 2023-08

B2B • eCommerce • Web 3

Better is a premier Online Reputation Management and Brand Awareness Agency, specializing in enhancing the online presence and trust ratings of companies within the blockchain niche. The agency focuses on creating and managing positive reviews and mentions across various platforms to boost the trust scores of its clients, primarily in the SaaS and Web3 sectors. With a commitment to delivering results within a short timeframe, Better employs ethical marketing strategies to ensure that its clients achieve a dominant position in popular search engines while maintaining privacy and confidentiality during the process.

📋 Description

• For newly onboarded MAs, input all required data into the master spreadsheet and notify leadership when CSM assignment is needed. • For terminated MAs, update termination dates, remove access from dashboards, and ensure records are fully reconciled. • Identify all brokered loans and confirm correct investor setup in TM. • Gather first payment letters and distribute them to the appropriate CSMs and loan teams. • Prepare, validate, and send transfer letters with accurate loan and servicer information. • Monitor CSM email inboxes for recurring servicing inquiries (e.g., payment setup issues). • Respond on behalf of the CSM using previously sent documentation, reducing duplicate client outreach and improving response times. • Escalate only non-standard or unresolved servicing issues to the appropriate CSM. • Send client-facing and internal emails on behalf of CSMs, ensuring accuracy, consistency, and timeliness. • Manage and distribute launch call emails for each team, including servicer-specific loan numbers. • Operate directly within CSM email accounts so CSMs can remain client-facing and focused on live calls. • Send client text messages on behalf of CSMs using the Spoke phone system. • Ensure correct Mortgage Advisor alignment, time-zone awareness, approved messaging templates, and brand-compliant formatting. • Support ongoing process improvements and system enhancements, including transition of manual tasks as Gallus functionality is expanded. • Identify repetitive inquiries or inefficiencies and flag opportunities for automation or documentation improvements.

🎯 Requirements

• Strong attention to detail, organizational and communication skills. • Strong analytical, judgement and managerial skills • Excellent verbal and written communication • Demonstrated ability to adapt to a rapidly changing federal and state regulatory environment. • Ability to prioritize and meet deadlines. • Strong interpersonal and teamwork skills and ability to influence through collaboration. • Self-motivated, with a high level of personal energy and commitment. • Minimum requirement includes a high school diploma or equivalent; additional coursework in finance or a related field is advantageous.