Senior Customer Success Manager

Who we are 

Stavvy is transforming how business is conducted remotely by making complex legal and financial transactions easier, safer, and more accessible to all. Whether we are working to enable title companies to facilitate remote closings in a safe way, better connecting lenders with the businesses they use during the home buying process, or building the next set of tools for the platform, Stavviators (our employees) are disruptors at heart. Our team is constantly iterating, solving problems, and working together to simplify life's defining moments. If you want to help power the paperless revolution, join us at Stavvy!

In this Senior Customer Success Manager role, you will be an integral part of the enterprise team, responsible for assisting in change management to promote the adoption of digital transformation within the mortgage servicing industry.

What You'll Do

• Facilitate Change Management & Drive Adoption. Manage a high touch onboarding & implementation process while maintaining a strategic consultative role for large enterprise clients within the mortgage servicing space
• Identify Growth Opportunities & Risk Mitigation. Monitoring customer health to take proactive action based on the gathered information & data analytics
• Account Plan Success Strategy. Ongoing collaboration with the Stavvy internal account team and external customer stakeholders in the creation and maintenance of an Account Plan detailing their immediate and future needs, desired business outcomes, & success metrics
• Process Optimization and Mentoring. The opportunity to look at our process with a critical eye and identify areas of opportunity to improve while working closely with the more junior members of the team in a mentorship capacity
• Maintaining accurate internal customer records. to support reporting back to the business
• Plan & Host Executive Business Reviews. For enterprise customers bringing key stakeholders and contributors to the table to share wins, new industry best practices, and review areas of potential growth/additional value
• Renewals. Managing the renewal records, communications & negotiations with both internal and external stakeholders
• Product Knowledge. Pursuing product expertise, staying up to date on roadmap, product releases and managing customer feature requests/feedback in order to properly provide insight, consult and elevate the customer’s experience

Who You Are

• 5+ consecutive years in a customer success role, with at least two of those years at the same company, managing an enterprise-level book of business
• Background in Fintech or Mortgage Lending in Origination is required
• Proven track record of driving adoption and customer retention
• Experience with Hubspot, Confluence, and Smartsheets is preferred
• Ability to use data to be able to tell a story about wins and areas of improvementA proactive, customer-centric individual who thrives in creatively solving complex challenges in a fast-paced environment
• Relational and collaborative team player with the ability to plan and think both strategically and tactically
• Active listener with effective verbal and written communication skills
• Organized, detail-oriented, and process-driven to enhance cross-functional collaboration

Compensation Education

• The Boston based range for this full time position is $110,000 - $125,000
• For more details on how we came up with this range, check out this article from our VP of People & Culture
• Stavvy is committed to competitive and equitable pay for all Stavviators. The listed pay range for this role is a good faith estimate of the hiring range for this position. Compensation offered will be determined based on several factors including an individual’s experience, qualifications, and geographic location.

What We Offer

• Fully Covered Medical Insurance
• Dental and Vision Insurance
• Equity
• Unlimited PTO
• Paid Time Off (12 Holidays & 12 Recharge days)
• 401K
• Office centrally located in Boston’s financial district
• Paid Parental, Medical & Military Leave
• Competitive salary and generous stock options
• Core values-based leadership
• Endless opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup

If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Stavvy is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.