Total Expert is a fintech software pioneer of the first modern, enterprise-level Marketing Operating System (MOS) that enables financial services organizations to create customers or members for life by re-humanizing complex financial decisions. Backed by Emergence Capital.
About the role
This is a quota-bearing role. You and every CSM on your team carry annual NRR and attrition targets, and your CSMs are commercial owners alongside their Account Executives, responsible for renewal, health, and expansion on their assigned accounts, including multi-year renewal positioning.
What they're looking for
- 8+ years in Customer Success, account management, or retention in B2B SaaS, including direct ownership of a retention or revenue number
- 4+ years leading a Customer Success or account management team, including teams carrying individual NRR, renewal, or retention quotas
- 3+ years in mortgage, banking, credit union, fintech, or adjacent financial services, at a lender or financial institution, or selling and delivering into one
- Proven track record of improving GRR and NRR and reducing controllable churn and downsell, with a credible account of the mechanisms that drove it
- Experience operating a tiered or segmented coverage model, not a single flat book, including the capacity planning and playbook design behind it
- Hands-on experience leveraging and maturing a Customer Success Platform (Planhat, Gainsight, or similar), including health score design and forecast governance
More about this role
Total Expert is the Customer Operating System for financial services. Our purpose-built platform combines a system of context with a system of action that enables humans and AI Assistants to engage in the moments that matter and earn customers for life. Since 2016 Total Expert has enabled more than seven trillion dollars of funded loan volume.
The Director of Customer Success leads the CSM organization at Total Expert and owns the execution of our retention operating model. Reporting to the Chief Lending Officer and managing a team of up to 10 Customer Success Managers, this leader is accountable for Gross Revenue Retention and Net Revenue Retention, for reducing controllable churn and downsell, and for ensuring our customers consistently realize measurable, defensible value from the Total Expert platform.
This is a quota-bearing role. You and every CSM on your team carry annual NRR and attrition targets, and your CSMs are commercial owners alongside their Account Executives, responsible for renewal, health, and expansion on their assigned accounts, including multi-year renewal positioning.
Just as important, this role is a maturity mandate. Total Expert has defined its Customer...
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