The Role
The Associate Customer Success Manager assists customers with platform queries, coordinates onboarding, supports customer success managers, documents interactions, and identifies upsell opportunities.
Summary Generated by Built In
Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestone in any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, and credit unions.
The Associate Customer Success Manager (ACSM) supports digital-led customers in Tier 4, providing foundational customer relationship support and assisting with adoption, satisfaction, and retention efforts. This role develops core Customer Success skills and serves as an entry point for advancing to direct account ownership roles.
This position is remote for candidates residing outside of Minnesota. For candidates based in Minnesota, the position follows a hybrid schedule with three on-site days per week in our St. Louis Park, MN office.
What you’ll be doing:
· Assist with day-to-day customer questions and support on platform basics.
· Coordinate onboarding tasks and help customers navigate Total Expert tools.
· Support CSMs with account health checks, renewals, and reporting preparation.
· Help manage digital engagement programs for lower-tier accounts.
· Track and document customer interactions and feedback in the Customer Success platform.
· Identify simple upsell opportunities and route to senior team members.
· Participate in customer training sessions and shadow QBRs.
What we are looking for:
· Mortgage industry experience preferred
· Strong curiosity and desire to learn Customer Success.
· 1–2 years of client-facing experience (support, account coordinator, or similar).
· Excellent communication and organizational skills.
· Enthusiasm for technology and financial services.
· Ability to collaborate closely with a team and follow structured processes.
Compensation/Benefits: The anticipated base salary range for this role is $60,000 - $75,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. The role is also eligible for variable compensation. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Top Skills
Compliance Solutions
Customer Success Platform
Data
Marketing
Sales
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The Company
What We Do
Total Expert delivers purpose-built CRM and data-driven customer engagement solutions for more than 175 modern financial institutions. The Total Experience Platform unifies data, marketing, sales, and compliance solutions to provide a cohesive experience across the customer lifecycle. Total Expert turns customer insights into actions to increase loyalty and drive growth for banks, lenders, credit unions, and other financial services firms.
