SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 65,000 - 75,000 / annual
Total Expert is a Customer Operating System for financial services that combines context and action to help humans and AI assistants engage customers at critical moments. The company has enabled over $7 trillion in funded loan volume since 2016.
As an Associate Customer Success Manager, you will manage a portfolio of Tier 4 customers, driving adoption, engagement, satisfaction, retention, and growth. You'll serve as the primary point of contact for your customers, building strong relationships by understanding their business objectives, priorities, and challenges.
Key responsibilities include:
- Owning a defined customer portfolio and leading recurring touchpoints, strategic conversations, and business reviews
- Monitoring customer health through product usage, engagement, and sentiment signals to proactively identify risks and opportunities
- Developing and executing action plans to address customer risk, improve engagement, and drive adoption
- Driving product adoption through education, training, and best-practice guidance aligned to customer goals
- Preparing and delivering customer business reviews with relevant insights and recommendations
- Managing renewal conversations and executing retention strategies, escalating risks early
- Identifying account growth and expansion opportunities based on customer needs and product fit
- Partnering with Sales on expansion opportunities and cross-functional teams (Support, Product, Implementation, Professional Services) to resolve challenges
- Maintaining accurate customer documentation, success plans, and account activity in the CS platform
- Continuously developing expertise in the Total Expert platform and financial services industry
You'll need 1–2 years of client-facing experience in Customer Success, Account Coordination, Support, or similar roles. Mortgage, banking, financial services, or fintech experience is preferred. Success requires strong communication skills, a customer-first mindset, proactive account management, technical aptitude, and the ability to manage multiple customers and priorities simultaneously. You should be comfortable translating account data into meaningful insights and recommendations.
For candidates in Dallas, TX or Minneapolis, MN, this role offers a hybrid schedule with 3 on-site days per week. Candidates outside these areas can work fully remote.
