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Head of Client Success

2 months ago

San Ramon, United States ARIVE Full time

Position: Head of Client Success (Wholesale Channel)

Location: Bay Area / CA preferred. MUST be in the Pacific or Mountain Time Zone and able to travel as needed (up to 20%)

Salary range: $200k - $300k / year

Please note: Must have professional experience working in the mortgage industry (Wholesale channel strongly preferred) managing relationships with Brokers, non-Dels and Lenders. Candidates from other industries need not apply.

About ARIVE:

ARIVE is revolutionizing digital mortgage originations by building the industry's first Wholesale Originations Marketplace. We aspire to make home financing more accessible and affordable by empowering local loan originators to find and deliver best-fit, personalized mortgages for consumers from a vast network of lenders, ensuring efficiency and transparency for everyone in the value chain.

We are seeking a Head of Client Success - a hands-on, dynamic, and strategic leader who will report directly to the CEO. This key role involves spearheading all client success initiatives, including client on-boarding and implementation, support delivery, creating learning and development pathways, managing relationships with key TPO and lender accounts driving their long-term success, complimenting sales to maximize growth and reduce churn, deepening product adoption by creating customer success track programs, product influence councils and gamification strategies.

Position Overview:

The Head of Client Success will be a pivotal leader at ARIVE, responsible for ensuring our clients achieve maximum value from our platform and become strong advocates. This role will oversee Onboarding, Support (including Phone Support), Learning & Development (L&D), and Customer Engagement and Adoption.

The ideal candidate will be a strategic thinker with a passion for client advocacy and a proven track record in driving client satisfaction, product adoption and retention. Collaborate closely with the ARIVE sales team and other internal departments such as development, marketing and product teams to enhance client success efforts and support our collective goals.

Key Responsibilities:

  1. Develop and execute a comprehensive client success strategy aligned with ARIVE's vision and goals.
  2. Lead and mentor different client success teams, fostering a culture of excellence, collaboration, and continuous improvement in client relations.
  3. Review and align onboarding, support processes for different clients (core, enterprise, lenders etc.) as well as ensure clients are set up for success from day one.
  4. Design and implement digital adoption tools for self-service onboarding, plan and create ARIVE academy, comprehensive training pathways, success track programs and so on to guide clients through their journey with ARIVE maximizing adoption and satisfaction.
  5. Establish focus/influence councils to gather client feedback, foster collaboration, and drive product innovation.
  6. Build strong relationships with key clients, understanding their business objectives and challenges. Serve as the voice of the client within the organization, advocating for their needs and priorities.
  7. Define key performance indicators (KPIs) for client success and regularly report on progress to senior leadership and build plans aligned to maximize client growth and reduce churn.
  8. Continuously assess and improve client success processes, leveraging data and market assessments, client feedback to drive enhancements.
  9. Stay abreast of industry trends and best practices in client success to ensure ARIVE remains a leader in the market.

Things We Look For:

  1. Bachelor's (or higher) degree in Business, Marketing, or a related field; or equivalent combination of education and experience required.
  2. 12+ years minimum experience in client success, customer experience, or related roles, with at least 5 years in a leadership capacity.
  3. MUST have 10+ years experience in the mortgage industry with a deep understanding of wholesale lenders, mortgage brokers and the overall origination process.
  4. Strong leadership and people management skills, with the ability to inspire and motivate a team.
  5. Must be active on social media (Linkedin, Facebook, etc).
  6. Excellent communication and interpersonal skills, with the ability to identify and provide value proposition for varying client needs.
  7. Ability to thrive in an unstructured, fast-paced environment and efficiently manage time to focus on essential activities.
  8. High level of integrity and a strong commitment to building a successful company and nurturing customer relationships.
  9. Past experience in HubSpot CRM, Broker LOS, such as Calyx Point, LendingPad, Encompass, Lender TPO is a strong plus.
  10. Ability to analyze data and metrics to drive informed decision-making.
  11. Ability to travel up to 20% (office travel, industry-related conventions, networking events, trade shows, etc).

Benefits:

  1. Competitive salary and performance-based bonuses with generous equity grant.
  2. Comprehensive health, dental, and vision insurance with 401K match.
  3. Remote work flexibility.
  4. Opportunities for professional growth and development.
  5. A supportive and inclusive company culture.

Interested candidates are invited to submit their resume and a cover letter outlining their qualifications and vision for client success at ARIVE. Please note that candidates must be in the Pacific or Mountain Time Zone to be considered for this role, with a preference to those in California or around the Bay Area, as this position will require occasional visits to our San Ramon office. Wholesale mortgage industry experience is a firm requirement for this role.

Please do not contact employees or ARIVE support directly to inquire about this, or other career opportunities.

ARIVE is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Note: ARIVE is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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