CANDID is the mortgage growth operating system built by top-producing loan originators. Our platform combines CRM, point-of-sale, marketing automation, and recruiting into a single system for mortgage companies, teams, and originators — from independent LOs to enterprise lenders.
We are not a support desk with a customer success label on it. Our CSMs own the commercial relationship: retention, adoption, and expansion revenue all sit with this role.
As a Customer Success Manager, you own a portfolio of accounts end-to-end. You are responsible for keeping clients healthy, driving platform adoption, and growing revenue within your book — from spotting the opportunity through closing the deal. There is no separate account manager who takes the handoff. You build the business case, you get in front of the decision-maker, and you close it.
This is a role for someone who is equally comfortable running a QBR, digging through Salesforce usage data, and asking for the signature.
- Own a portfolio of active accounts — serve as the primary relationship owner and escalation point for a book of mortgage clients
- Drive adoption — monitor platform usage against portfolio benchmarks, identify underutilization, and run enablement to close the gap
- Own expansion revenue — identify upsell and cross-sell opportunities (additional seats, platform add-ons, marketing and recruiting modules), qualify them, and close them
- Build quantified business cases — frame every recommendation in terms of revenue gained, time saved, or risk reduced; never pitch features alone
- Identify and engage the right champion — work past daily users to the decision-makers who can approve expansion
- Manage account health — track health status, support case volume, and usage trends; intervene early on at-risk accounts and build save strategies
- Maintain Salesforce as the system of record — keep opportunity records, revenue items, activity tracking, and health status accurate and current
- Run pilots and contract amendments — stand up pilot groups for new product adoption, and execute contract amendments through signature and revenue recognition
- Lead business reviews — deliver recurring reviews that connect platform usage to the client's production goals
- Partner cross-functionally — work with Support, Product, and Sales on escalations, roadmap feedback, and renewals
- 2+ years of hands-on Salesforce experience — this is a hard requirement. You should be fluent navigating opportunities, custom objects, reports, dashboards, and list views without hand-holding. Salesforce is where the work happens in this role, not an afterthought.
- 3+ years in customer success, account management, or a comparable client-facing role at a B2B SaaS company
- Demonstrated ownership of a revenue number — retention, expansion, net revenue retention, or quota
- Strong commercial instincts: you can identify an opportunity, build the case, and ask for the business
- Comfort working with usage and financial data to find patterns and support recommendations
- Excellent written and verbal communication; able to hold credible conversations with owners, VPs, and C-level executives
- Highly organized with the ability to manage a portfolio of accounts and competing priorities independently
- Salesforce Administrator certification or equivalent depth
- Mortgage, lending, real estate, or fintech industry experience
- Experience with a CRM or marketing automation platform sold into mortgage or financial services
- Familiarity with LOS platforms (Encompass, Mortgage Machine, or similar)
- Experience running pilot programs or structured product adoption plans
- Track record of expansion selling into an existing book of business
- 90 days: Fully ramped on the platform, portfolio transitioned, relationships established with every key contact in your book
- 6 months: Measurable improvement in adoption metrics across your portfolio; first expansion deals closed
- 12 months: Consistently hitting retention and expansion targets; recognized internally as the owner of your accounts' commercial outcomes
- Direct ownership of revenue with visible impact on the business
- Built by mortgage operators — we know the industry we sell into
- Small team, real autonomy, no layers between you and decisions
- Benefits: health, dental, vision, PTO, 401(k) — confirm final list
CANDID is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.