Customer Success Manager - Remote - RETR

About the Role

As a Customer Success Manager at RETR, you will own a portfolio of enterprise customers, focusing on their success and growth through strategic planning and relationship building. This role is pivotal in ensuring customer satisfaction and retention in a fast-paced, remote environment.

About the Company

RETR is a mortgage market intelligence platform that helps loan officers connect with real estate agents and enables lenders to make informed lending decisions. Founded in 2022, RETR has quickly become a go-to resource for over 55% of the top 100 mortgage lenders, thriving on word-of-mouth referrals and a commitment to customer outcomes.

Why This Job Stands Out

• Join a fast-growing company that prioritizes customer outcomes and relationships
• Work remotely in a role that emphasizes strategic thinking over repetitive tasks
• Be part of a lean team that values automation and efficiency in customer success
• Opportunity to directly impact customer satisfaction and retention in a dynamic industry
• Enjoy a competitive compensation package with performance-based incentives

Job Insights

Who This Job Is For

• Professionals with 3+ years in customer success or account management looking for remote jobs
• Candidates who thrive in remote admin jobs and have a passion for driving customer growth
• Individuals eager to work from home while building strong relationships with enterprise clients
• Experienced SaaS professionals who want to contribute to a remote company with a lean structure
• Those motivated by performance-based compensation tied to customer retention and expansion

What You Will Do

• Own a book of enterprise customers, managing relationships and driving value
• Develop and maintain a strategic plan for each account to ensure success
• Lead the renewal process from day one, proactively identifying risks and opportunities
• Facilitate smaller expansions and collaborate with account executives on larger projects
• Build strong relationships with both executive sponsors and daily users to enhance customer experience

What They Are Looking For

Skills & Experience

• 3+ years in customer success, account management, or a customer-facing SaaS role
• Strong curiosity about customer business models and their connection to product outcomes
• Ability to manage the commercial health of accounts, focusing on renewals and growth
• Experience in spotting expansion opportunities that deliver real value
• Proficiency in using data and automation to prioritize customer interactions

What They Expect

• Actively engage with customers to understand their needs and ensure they receive maximum value
• Communicate effectively with customers at all levels, from daily users to executives
• Proactively identify and address potential issues before they escalate
• Work collaboratively with internal teams to enhance customer experience and product offerings
• Contribute to the development of playbooks and processes as the Customer Advocacy function evolves

What They Offer

• Base salary of $85,000 with on-target earnings of $115,000, including variable pay
• Fully paid medical premiums and employer-provided dental, vision, and life insurance
• 401(k) with a generous match and 15 days PTO plus 13 paid holidays
• $100 weekly meal stipend and $100 monthly wellness stipend
• Full home office setup provided, including laptop and peripherals, and company retreats twice a year

Tips for Applicants

• Highlight your experience in customer success or account management in your resume
• Provide specific examples of how you've contributed to customer growth and retention
• Emphasize your ability to build strong relationships with clients and internal teams
• Mention any relevant experience in the mortgage or fintech industries to stand out

Frequently Asked Questions