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Salary: USD 160,000 - 195,000 / annual
Vesta is a next-generation system of record powering the mortgage origination market. Founded by early Blend employees, the company has raised $45M from top-tier investors including Andreessen Horowitz, Bain Capital Ventures, and Index Ventures. The company is transforming mortgage lending by replacing antiquated, manual processes with modern, fully digital, and automated workflows.
You will be Vesta's first Customer Success hire, owning the post-implementation customer experience and serving as the foundational leader of this function. You will manage a named portfolio of 8-12 lender accounts (mid-market to enterprise) and act as their primary strategic partner, driving adoption, deepening engagement with new functionality, reinforcing best practices, and ensuring customers realize measurable operational value.
This is not a support role. You will serve as the quarterback for your accounts—coordinating cross-functionally with Product, Support, Implementation, and Sales when issues arise, acting as an escalation point, advocating for customers internally, and maintaining strong executive relationships. While Sales owns commercial renewals, you will be critical to retention by ensuring customers consistently see impact.
As the first manager in Customer Success, you will also build the function from the ground up. You'll define playbooks, engagement models, success metrics, feedback loops, and operating cadences that scale as the team grows. You'll hire and manage the first 1-3 individual contributors, shaping their roles and development.
The role demands both strategic thinking and operational rigor—the ability to zoom out and shape the future of Customer Success at Vesta while staying close to the details that drive customer outcomes. You'll partner closely with Sales on renewals, with Product on customer feedback loops, and with Implementation on smooth transitions. You thrive in early-stage environments with high ambiguity and real ownership, think in terms of measurable outcomes, are comfortable with senior stakeholders, and can build trust across operators, executives, and cross-functional leaders.
Requirements:
- Deep curiosity about how businesses operate; understanding of workflows, incentives, constraints, and organizational dynamics in operationally intensive industries
- Proven ability to thrive in early-stage environments with high ambiguity and real ownership
- Outcome-oriented mindset with focus on measurable impact and clear articulation of product value
- Comfort partnering with senior stakeholders and building trust with operators, executives, and cross-functional leaders
- Calm under pressure; effective at coordinating internal teams and serving as a structured, accountable escalation point
- Highly organized and process-oriented; ability to build playbooks and systems from scratch
- Ability to balance proactive strategic engagement with reactive issue management
- Collaborative approach; ability to partner closely with Sales, Product, and Implementation teams
