Lead and build an end-to-end Customer Success, Account Management, and Support function. Own renewals, retention, expansion, CSAT, and KPI dashboards. Create SOPs, playbooks, and handoff protocols; develop team leads and managers; run forecasting, escalations, and continuous improvement. Partner cross-functionally to provide product inputs and scale consistent client-facing processes.

Provide empathetic, process-driven support to employees and borrowers across phone, email, chat, SMS, and ticketing systems. Resolve non-technical issues using documented workflows, document case actions in the CRM, escalate complex cases, and surface workflow gaps to product and operations to improve borrower outcomes.

Hunter-style enterprise salesperson responsible for full sales cycle from cold outreach to close. Build and manage pipeline, qualify and close $50K+ ACV deals with long (9-18 month) cycles, run 6-12 tradeshows annually, use HubSpot as CRM, leverage AI tools, and work with the CEO to set targets and refine the playbook.