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Role Description

The Technical Customer Success Manager (Technical CSM) plays a mission-critical role in ensuring FirstClose customers achieve measurable value through our mortgage technology platform while providing advanced technical support across complex workflows.

• Guide assigned accounts through onboarding, adoption, workflow optimization, and continuous improvement
• Troubleshoot product configuration issues, manage incidents, and support order processing accuracy
• Serve as the primary technical liaison between customers and internal teams to triage issues, resolve order discrepancies, manage configuration requests, and escalate complex incidents to T3 Engineering with clear documentation
• Drive product adoption and value realization by aligning platform capabilities with mortgage workflows and guiding customers through configuration best practices
• Build trusted, advisor-level relationships by understanding each customer’s lending process, ecosystem integrations, and operational KPIs
• Monitor key account health metrics to proactively identify risks and improvement opportunities
• Partner cross-functionally with Sales, Product, and Engineering to support renewal planning and communicate customer needs
• Collaborate with Account Managers on customer engagements including check-ins, QBRs/EBRs, and data-driven recommendations
• Support continuous improvement by identifying optimizations and recommending new features or configurations
• Complete other duties as assigned

Qualifications

• 5+ years’ experience in Customer Success, Account Management, or Support within SaaS, fintech, lending, or mortgage technology
• Strong analytical abilities with experience interpreting usage trends, workflow data, and operational KPIs
• Hands-on experience troubleshooting software issues and managing configuration or change-management updates
• Working knowledge of mortgage operations (e.g., Processing, Underwriting, Closing, Title, Valuation, Flood)
• Exceptional communication and stakeholder management skills
• Proficiency with key tools including Microsoft Office, Salesforce, and POS/LOS platforms
• Familiarity with API integrations, Auth0, and general change-management processes

Requirements

• Basic background checks and references
• Ability to work shifts ranging from 7 AM- 7 PM CST
• Direct experience in the mortgage industry (lender, vendor, LOS/POS provider, or mortgage SaaS)
• Understanding of regulatory and investor requirements affecting workflow design (TRID, UCD, AUS findings, vendor management standards)

Benefits

• Competitive Base Salary
• Employee Benefits Program

Job Location

Remote