Group Manager, Customer Success Management

San Francisco, New York, Remote Customer Success Full-time

Blend helps lenders maximize their digital agility. Our digital lending platform is used by Wells Fargo, U.S. Bank, and other leading financial institutions to increase customer acquisition, improve productivity, and accelerate the delivery of any banking product across every channel. We process more than $3.5 billion in mortgages and consumer loans daily, helping millions of consumers get into homes and gain access to the capital they need to lead better lives.

Blend’s Customer Success Team is tasked with designing and implementing continuous improvement strategies with customers to drive their success with Blend. In this capacity we work closely with customers, acting as trusted advisors to help them deliver maximum value to their organization and the customers they serve. As such, Blend’s revenue strategy centers on driving success in our install base of 300+ customers to unlock utilization and expansion opportunities. Hence, this is a very strategic role with significant impact on Blend’s overall success.

Some projects that the team is working on:

  • Developing best practices for maximizing Blend’s effectiveness based on target business objectives such as maximizing operational efficiency or enhancing customer experience 
  • Guiding customers through key regulatory milestones (URLA) and partner integrations (Ellie Mae Next Gen upgrade)
  • Collaborating with Relationship Managers (Sales) to recommend holistic, growth strategies for each customer

How you’ll contribute:

  • Lead a talented Customer Success organization (40+ individuals) in supporting Blend’s entire customer base from Wells Fargo to community banks
  • Implement a framework for measuring customer health and methods for deepening engagement
  • Partner closely with Sales, Marketing, and Product leadership to set and execute customer success programs and provide innovative solutions based on customer feedback
  • Help your team grow and meet their career goals, and set the pace for the team
  • Recruit top-tier talent as the team grows
  • Encourage a healthy work environment that’s both supportive, challenging and inclusive for all

Who you are:

  • 10+ years experience managing customer success teams
  • Highly structured thinker capable of implementing processes that drive scale
  • Shown ability to recruit, mentor, and retain great people
  • Proven ability to thrive with a high level of autonomy and responsibility
  • Track-record of collaborating effectively with other go-to-market teams and business stakeholders

Bonus Points!

  • Experience in Fintech

Benefits and Perks:

  • Meaningful equity and a 401(k) plan
  • Comprehensive health benefits
  • Sponsored gym memberships, ClassPass credits, or wellness stipend.
  • Lunch, dinner, snacks, and Pizza Fridays
  • On-site meditation, yoga, and massages
  • Flexible work schedule, with open vacation policy
  • 4 months of paid parental or personal leave
  • Convenient location, with parking programs, and flexible commuter options

Blend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law, including the San Francisco Fair Chance Ordinance.

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