Senior Manager, Customer Success

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $160k - $195k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Vesta

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

💳 Fintech

☁️ SaaS

🤝 B2B

💰 $30M Series A - Vesta on 2022-01

Fintech • SaaS • B2B

Vesta is an AI-native loan origination system (LOS) that combines human expertise with AI agents to automate and accelerate mortgage origination workflows. Their platform uses AI agents to perform routine actions, quality checks, task routing, and integrations with loan ecosystem providers (100+ integrations including Fannie Mae and Freddie Mac), while letting human teams handle exceptions and change rules. Vesta emphasizes productivity gains for lenders, citing customer results (e. g. , Pennymac) and offers enterprise integrations and services from its San Francisco base.

📋 Description

• Own and define the post-implementation customer experience • Ensure customers realize meaningful, measurable value from Vesta after go-live • Manage a named portfolio of roughly 8-12 lender accounts as their primary strategic partner • Drive adoption and deepen engagement with new functionality • Reinforce best practices and ensure Vesta evolves with customers’ businesses • Maintain executive relationships and support retention while Sales owns commercial renewals • Coordinate cross-functionally when issues arise and act as an escalation point • Advocate for customers internally and align Product, Support, Implementation, and Sales • Define Customer Success playbooks, engagement models, success metrics, feedback loops, and operating cadence • Hire the first 1-3 individual contributors and shape their roles and work

🎯 Requirements

• Deep curiosity about how businesses operate, including workflows, incentives, constraints, and organizational dynamics • Experience or ability to thrive in early-stage environments with high ambiguity and real ownership • Outcome-oriented mindset with ability to articulate measurable product value • Ability to partner with senior stakeholders, operators, executives, and cross-functional leaders • Ability to coordinate internal teams and serve as a structured, accountable escalation point • Highly organized and process-oriented, with ability to build playbooks and systems from scratch • Ability to balance proactive strategic engagement with reactive issue management • Ability to collaborate with Sales, Product, Implementation, and other cross-functional teams • Ability to own a portfolio of roughly 8-12 mid-market to enterprise lender accounts • Ability to hire and manage the first 1-3 individual contributors on the Customer Success team

🏖️ Benefits

• Equity • Robust medical, vision and dental coverage (~100% of employee premiums are covered) • Remote-first culture with hubs in New York and San Francisco • Physical and mental wellness benefits • Flexible time off (that we expect you to use!) • Co-working passes and/or wfh stipend • Dining dollars • 401(K) offering • Meaningful parental leave - 16 weeks off for birthing and non-birthing parents, applying to adoptions as well • Company offsites (twice a year)