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Valon is an AI-native operating system for mortgage servicing, a $13 trillion industry. The company operates its own mortgage servicing business managing $110+ billion in loans and has transformed the economics of the industry from 0% to 60%+ margins. Major enterprise servicers are now deploying ValonOS across the industry.
As a Deployment Success Manager, you own post-go-live operational success for Valon's enterprise clients. This is a hybrid operator/strategist/investigator role that sits at the intersection of client success, product, and operations.
Key responsibilities include:
- Build and monitor operational health dashboards from go-live onward, using data to identify where clients struggle with correctness, timeliness, or efficiency in loan servicing workflows.
- Investigate root causes through data analysis and direct observation (shadowing), identifying training gaps, process debt, visibility issues, or product gaps—then drive resolution rather than escalate.
- Facilitate client development of new standard operating procedures (SOPs) that leverage ValonOS capabilities; patch understanding gaps with Implementation and escalate product holes to R&D.
- Serve as a proactive backstop when client operations face risk, minimizing operational thrash while permanent fixes are built.
- Own the ongoing business-unit-level client relationship, including regular business updates, executive business reviews, and escalation management.
- Develop and maintain staffing models grounded in ValonOS data and each client's operating model, identifying over/under-staffing and partnering with commercial teams on right-sizing.
- Drive adoption of new products and identify upsell opportunities (loan/FTE growth, AI products, expanded ValonOS usage) in close collaboration with Product teams.
- Act as a two-way conduit between clients and internal teams, translating operational reality into product feedback and product roadmap into client strategy.
This is not a support role. You are accountable for figuring out what is true under ambiguity, making the right call, and driving work until the client's operation works in the real world. Mortgage servicing is highly regulated, complex, and mission-critical; success requires deep operational thinking, data fluency, and the ability to work across technical, process, and executive stakeholders.
