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Salary: USD 107,000 - 126,000 / annual
Blend is a cloud banking platform used by Wells Fargo, U.S. Bank, and over 330 financial services firms to digitize lending. The platform processes an average of $5 billion in loans per day. Blend is now building Intelligent Origination—AI agents like Blend Autopilot embedded directly into how banks, credit unions, and mortgage lenders originate loans.
As a Strategic Customer Success Manager, you will own value realization, adoption, and customer health for a portfolio of Blend's largest and most complex customers across mortgage, home equity, and consumer lending. You will work as part of an account team alongside Account Executives, Solutions Engineers, Professional Services, and Support.
Key responsibilities include:
• Define and deliver value by aligning each customer on strategic priorities and KPIs (application-to-close conversion, digital verification rates, pull-through, days to fund). Maintain joint account plans with owners, dates, and mutual commitments.
• Lead business reviews with Account Executives that show customer leadership how they perform against peer-cohort benchmarks and provide prescriptive roadmaps built on Blend data. Track all action items to close.
• Drive adoption by designing training and enablement plans from implementation onward, coordinating delivery with Support, Solutions Engineers, and other Blend teams. Ensure customers use features they already pay for and understand new releases.
• Guide customers into Intelligent Origination by helping them pilot, adopt, and measure AI agents like Blend Autopilot. Lead their teams through the change of working alongside AI and bring results back to Product.
• Protect the account by monitoring health and sentiment, flagging risk early, and leading recovery plans.
• Serve as the customer's voice inside Blend by coordinating Support, Professional Services, Product, and other teams to deliver one unified answer, escalating when needed.
• Fuel growth by surfacing whitespace and new use cases to the Account Executive, backed by data and strong relationships.
Requirements:
• 8+ years in customer-facing roles at a B2B SaaS company, consulting firm, or lending institution (bank, credit union, or mortgage lender). Enterprise customer success experience strongly preferred.
• Deep knowledge of lending operations from application to close. Mortgage and home equity experience is a plus.
• Comfortable with metrics and able to walk customers through performance data to identify improvement opportunities.
• Open to AI—eager to learn and try new AI tools and help customers understand their potential.
• Trusted executive advisor with outstanding presentation and writing skills. Comfortable discussing operational, technical, and financial value with C-level leaders.
• Collaborator who rallies internal teams around the customer and holds both sides accountable to agreements.
