Manager, Customer Success

San Francisco Sales 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 is looking for a Manager of Customer Success to lead a team of Customer Success Managers focused on retaining, developing, and expanding a group of key customers.  You will have a strong “in market” presence with direct relationships with decision makers at your highest revenue customers.  Maintaining a high level of internal communication and relationships with peers will be essential to your success.  You will develop a detailed understanding of our Blend technology, a strong background in consumer lending with an ability to effectively channel the voice of the customer data to drive change.

How you’ll contribute:

  • Provide coaching and mentorship to a team of 6-10 Customer Success Managers to deliver the highest level of consistent, professional service to Blend customers
  • Foster a team culture of impatience, ownership, and transparency
  • Report on risk, growth, and utilization metrics along with supporting quarter specific adoption campaigns
  • Develop direct relationships with key decision makers within your assigned customer base
  • Service as the primary escalation pointPartner with internal peers to drive change and ensure process optimization
  • Leverage our large tech stack to maximize efficiency
  • You will always know your numbers and will be able to clearly articulate how you and your team are contributing toward the organization goals

Who you are:

  • 7+ years of escalating experience in Customer Success leadership, preferably in financial service, mortgage lending, and/or consumer banking
  • Experience with coaching, developing, and leading a highly successful customer facing team
  • Direct experience maintaining relationships with executive decision makers 
  • Excellent communication, organizational, and time management skills
  • You have a passion for great service

Benefits and Perks:

  • Meaningful equity and a 401(k) plan
  • Comprehensive health benefits
  • Wellness benefits covering a variety of wellness activities, fitness classes, fitness equipment and more
  • Stipends for work from home setup, internet, and meals
  • Company-wide mental health days
  • Weekly remote all hands
  • Flexible work schedule, with open vacation policy
  • 16 weeks of paid parental leave

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.