The Role
Manage a portfolio of Tier 4 customers through the full lifecycle: onboard, drive adoption, monitor health, handle renewals, identify expansion opportunities, and collaborate cross-functionally to improve satisfaction and retention.
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 is responsible for managing and growing a portfolio of Tier 4 customers. This role owns the full customer lifecycle for emerging accounts, driving adoption, satisfaction, retention, and expansion. The Associate Customer Success Manager builds foundational Customer Success expertise while developing the skills required to manage more strategic accounts over time.
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:
· Own a defined portfolio of Tier 4 customers and serve as their primary point of contact.
· Lead onboarding and ensure customers are successfully launched on the Total Expert platform.
· Drive product adoption through proactive outreach, training, and best practice guidance.
· Conduct account health reviews and develop action plans to improve engagement and outcomes.
· Manage renewal conversations and support retention efforts across your portfolio.
· Identify growth opportunities within accounts and execute expansion conversations when appropriate.
· Monitor customer usage data and engagement trends to proactively address risks.
· Document customer interactions, success plans, and outcomes in the Customer Success platform.
· Partner cross-functionally with Support, Product, and Sales to advocate for customer needs.
· Participate in customer business reviews and performance discussions as appropriate for account tier.
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.
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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.
