Agent Success Manager

About Kastle

Kastle is building an AI operating system for consumer lending, starting with mortgage. We work with some of America’s largest mortgage lenders, helping them scale their contact center and compliance operations using AI-driven voice agents. Backed by Y Combinator, Commerce Ventures, and executives from Snapdocs, Google, and WePay, we are redefining lending with AI.

You’re joining at an inflection point. Our usage has grown 40x in the last 6 months and our Agent Success team is a high impact group that shapes how customers use and gain value from our product. You will partner closely with customers to guide deployments, support adoption and ensure they have the tools and insight they need to achieve meaningful outcomes.

You will work cross‑functionally with Engineering and Sales to surface customer needs, solve challenges and help shape how our technology performs in real‑world environments. This role blends relationship management with hands‑on execution and is ideal for someone who thrives in a fast‑paced setting and wants to have a direct impact at a high‑growth company.

• Own deployments end‑to‑end: scope requirements, customize agents, define success metrics, manage the roadmap, and drive customers from signed contract through full production adoption
• Serve as a strategic thought partner to C‑suite and senior executives at major servicers and banks — shaping AI roadmaps, leading steering forums, and driving the decisions that determine how AI gets deployed across their operations
• Build durable executive relationships and lead high‑stakes conversations around compliance risk, operational redesign, systems integration, and borrower experience transformation
• Translate customer requirements into production‑grade AI systems — working directly with engineering to build, test, and iterate on agents handling millions of customer interactions
• Monitor account health through usage telemetry, surface risk early, and execute retention and expansion plays before problems escalate
• Partner with engineering to submit crisp, data‑backed product feedback that translates customer friction into roadmap improvements
• Help define the playbooks, hiring bar, and operating standards that will scale the Agent Success function as Kastle grows

• Engagement Managers or Senior Consultants from top‑tier management consulting firms who have led enterprise transformation programs and are ready to own outcomes rather than advise on them
• Technical Product Managers or Solutions Engineers who have run complex, multi‑stakeholder deployments at product‑focused or infrastructure technology companies and want to operate at a higher level of strategic ownership
• Early‑stage operators or former founders who have built from zero, thrive in ambiguity, and understand what it takes to earn trust with enterprise customers

• Familiarity with Agentic AI tool deployments in large organizations
• Working knowledge of Customer Support processes, systems, and best practices
• Experience in a high‑growth startup environment
• Bachelor’s degree in Science, Technology, Engineering, Math or similar fields

• Build what banks run on:
  Your work powers core operations at top‑25 servicers — your work directly impacts the core operations at the largest financial institutions in the world.
• Act like a founder:
  High ownership and direct input on product direction, company culture, and how the ASM function scales
• Learn fast:
  Daily exposure to the most complex AI deployments in financial services, with rapid feedback loops — see your work deployed within days
• Strong upside:
  Competitive salary, meaningful early‑stage equity, and relocation support
• Great team:
  Work alongside founders and engineers from Verkada, NVIDIA, Apple, Intuit, and Redfin