Customer Success Operations Manager

The Mortgage Office is a leading provider of loan servicing, origination, and fund administration software that empowers private lenders, CDFIs, specialty lenders, third-party servicers, municipalities, and Tribal Nations to efficiently manage every aspect of their lending operations experience, The Mortgage Office delivers a robust, highly configurable platform that streamlines complex financial workflows and enables clients to operate with precision, compliance, and scalability.

We’re seeking a Customer Success Operations Manager to architect the operational foundation of our Customer Success organization while building automation systems that drive qualified expansion opportunities to Account Management. This role combines CS infrastructure development with revenue operations automation, creating the technical backbone for both customer retention and growth. You’ll serve as the technical architect who enables both CS and AM teams to focus on strategic customer relationships rather than manual processes.

Working closely with our Rev Ops Manager and Senior Analyst – AI Integration, Strategy & Ops, you’ll ensure customer success initiatives align with broader revenue strategies and leverage emerging AI capabilities for maximum impact.

• Lead evaluation and implementation of CS platform (Vitally, Churn Zero, or equivalent) integrated with Hub Spot CRM
• Design real-time product usage tracking infrastructure for loan management software
• Build behavioral tracking to identify both risk indicators and expansion signals
• Establish bi-directional data flows between Hub Spot, CS tools, and The Mortgage Office platform
• Enhance existing health scoring models with more granular metrics and behavioral indicators
• Add product usage depth, feature adoption rates, and engagement patterns to current scoring
• Create predictive indicators that identify risks and opportunities earlier in the customer lifecycle
• Build automated intervention playbooks based on specific score changes and thresholds

Lead Generation & Qualification

• Build automated systems to identify expansion opportunities from usage patterns
• Create lead scoring models for upsell/cross-sell opportunities
• Design workflows that route qualified opportunities to AM team with context
• Implement product usage triggers that signal upgrade readiness

Pipeline Acceleration

• Automate renewal notifications 120+ days before expiration with account insights
• Create expansion opportunity alerts based on volume growth patterns, feature usage, and support patterns
• Build competitive intelligence triggers from support interactions
• Design automated nurture campaigns for different expansion scenarios

Customer Journey Optimization

• Partner with onboarding team to track time-to-value metrics and identify optimization opportunities
• Create post-onboarding engagement workflows and adoption tracking
• Build automated customer lifecycle workflows from adoption through renewal
• Develop playbooks for customer escalations and expansion opportunities

Operational Excellence

• Analyze support ticket patterns to identify product adoption gaps and customer pain points
• Build knowledge base and resources that enable customer self-service
• Create feedback loops between CS, AM, Onboarding, Support, and Product teams
• Design workflows for CS-driven interventions and proactive outreach

CS Metrics:
Health scores, adoption rates, time-to-value, support trends

AM Intelligence:
Expansion pipeline, renewal forecasts, account potential scoring

Revenue Impact: NRR/GRR by segment, CLV analysis, churn impact modeling

Operational Efficiency:
Automation ROI, ticket deflection, process cycle times

• Experience: 3+ years in Customer Success, Revenue, or Sales Operations (B2B SaaS required)
• Operational Excellence: Proven track record building operations that support both CS and AM functions
• Hub Spot Expertise: Advanced Hub Spot CRM expertise (workflows, custom objects, reporting, sequences)
• CS Platforms: Hands‑on experience implementing CS platforms (Vitally, Gainsight, Churn Zero, or similar)
• Product Analytics: Experience with Pendo or similar…