Customer Success Manager – MCP

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PartnerOne

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

☁️ SaaS

💳 Fintech

Enterprise • SaaS • Fintech

PartnerOne is one of the fastest growing software groups in the world, providing solutions that enhance the operational efficiency of the largest enterprises globally. The company specializes in acquiring software firms and investing in their development to create more robust, effective, and agile software solutions. PartnerOne is trusted by 80% of the world's largest companies, including the top US and European banks, defense contractors, and media conglomerates, focusing on delivering unparalleled customer support and innovative technologies.

📋 Description

• Manage a portfolio of MCP clients including banks, credit unions, IMBs, and other mortgage originators across the full post-implementation lifecycle. • Drive renewal of 100% of your client book's contract value; proactively identify at-risk accounts and develop mitigation plans early. • Conduct regular business reviews with client stakeholders — from operational teams through executive sponsors — to demonstrate ROI and align on future roadmap. • Identify, qualify, and close upsell opportunities within existing accounts, including new MCP modules, expanded platform tiers, and incremental capabilities. • Act as a product educator: help clients adopt and maximize MCP features, including Agentic AI workflows, automation tools, and integration capabilities. • Partner with Implementation and Support teams to ensure smooth go-lives and quick resolution of escalations. • Serve as the client's internal advocate — translating their feedback, requests, and frustrations into actionable input for Product and Engineering. • Maintain accurate account health data, renewal forecasts, and pipeline records in CRM. • Represent Mortgage Cadence at industry events and client on-sites as needed. • Collaborate with the Sales team on expansion opportunities that may require a full AE-led sales cycle.

🎯 Requirements

• Experience working with mortgage lenders — banks, credit unions, IMBs, or similar — and a working knowledge of the mortgage origination process. • Demonstrated ability to retain and grow a book of business through relationship management, not just reactive support. • Comfort navigating multi-stakeholder client organizations, from operations staff to C-level executives. • Strong written and verbal communication skills; confident presenting to senior audiences. • Experience identifying and closing upsell or expansion opportunities within an existing customer base. • Highly organized with the ability to manage a large, diverse portfolio of accounts simultaneously. • 4+ years of experience in Customer Success, Account Management, or a client-facing role within enterprise SaaS or financial technology. • Direct experience with LOS platforms or other mortgage technology software. • Familiarity with AI-powered automation and the ability to explain AI-driven features to non-technical stakeholders in plain, ROI-focused language. • Experience working with regulated financial institutions and an understanding of compliance sensitivities in the mortgage space. • Prior experience in a role that carried both retention and upsell quota accountability.