Customer Success Manager: Realty (Westlake Village)

Los Angeles Realty 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.

As a Customer Success Manager for Blend Realty, you will focus on communicating and driving success with some of our most important customers. You’ll collaborate and work cross-functionally with different teams at Blend and Blend Realty to ensure all the necessary support and response is provided to drive successful lender utilization of Blend Realty. You will have regular touchpoints with lenders to receive and deliver feedback as well as discover opportunities for improvement. You will also be the primary point of contact for issues needing resolution and keep all necessary parties informed as issues resolve. You will also coordinate the onboarding process of all new lenders.

How you’ll contribute:

  • Leverage data to develop, package and deliver insights to quantify the value for lenders
  • Prescriptively driving the change management process at the lender customer starting with a successful go-live in production through years of relationships growth and nurturing to get Loan Officers using our service consistently
  • Create enablement materials, run structured experiments with tracking to help lenders match more of their borrowers with real estate agents
  • Build long-term relationships with key stakeholders at lenders
  • Quickly address and resolve issues affecting lenders, across the home buying journey, but specifically relating to driving value for lenders in their relationships with real estate agents
  • Create strategies and work to improve Blend Realty performance
  • Track and report key performance metrics to lenders
  • Collaborate with cross-functional teams(Product Management, Engineering, Sales, Customer Care) to balance competing projects and with partner management objectives to ensure objectives are met
  • Subject matter expert for all Realty products and issues
  • Help promote and maintain a positive image of Blend Realty

Who you are:

  • Experience as a loan officer and/or as a real estate agent is required
  • Must be able to relate to all stakeholders: borrower, loan officer, realtor
  • Experience managing partnerships on behalf of real estate brokerages, lenders, fintechs, or  similar experience a plus
  • Strong communication and interpersonal skills and the ability to build and maintain relationships
  • Strategic thinker and ability to analyze and solve problems independently
  • Must be self-motivated, flexible and able to work within an ambiguous environment
  • Excellent presentation skills including developing presentation content and presenting to small groups
  • Highly organized, with strong communication and relationship-building skills
  • Driven to hit lofty targets and find ways to be successful with insufficient data and/or resourcing

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.