Remote Senior Customer Success Manager

Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestone in any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, and credit unions. The Senior Customer Success Manager (CSM) plays a vital role in building strong, strategic partnerships between Total Expert and our enterprise customers. CSMs are trusted advisors who help customers realize maximum value and ROI from the Total Expert platform. By combining industry expertise, product knowledge, and a deep understanding of customer challenges, CSMs guide organizations toward achieving their business objectives and accelerating revenue growth. The work you do empowers tens of thousands of financial services leaders to help their customers make confident, life-shaping financial decisions. This position is remote for candidates residing outside of Minnesota. For candidates based in Minnesota, the position follows a hybrid schedule with three on-site days per week in our St. Louis Park, MN office. Champion Customer Success: Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable results.
· Understand the Ecosystem: Gain deep knowledge of each customer’s tech stack, system integrations, and dependencies to optimize their use of Total Expert.
· Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer’s goals.
· Drive Retention and Growth: Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accounts.
· Ensure Customer Satisfaction: Monitor sentiment and engagement to proactively drive retention and reduce risk.
· Track and report progress toward the customer’s definition of success, demonstrating clear business value over time.
· Engage with stakeholders across all levels—including executives—to understand key objectives, challenges, and performance indicators.
· Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivity.
· Drive active usage, deliver training, and promote adoption of new features and functionality.
· Advocate for the Customer: Serve as the customer’s voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancements.
· Document and Report: Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platform.
· Continuously looking for ways to enhance customer experiences and internal processes. Proven ability to manage complex, multi-divisional, and geographically diverse accounts.
· Customer-Centric Mindset: A genuine passion for delivering exceptional experiences and measurable outcomes for customers.
· Decisive Problem Solver: Skilled at analyzing complex challenges, identifying root causes, and developing strategic solutions that align with both customer and company goals.
· Experience partnering effectively with Sales, Product, Professional Services, and Support teams to drive success.
· Capable of managing multiple priorities and meeting deadlines under pressure.
· Organized and Analytical: Exceptional time management, problem-solving, and analytical abilities.
· Proficient in Tools: Highly skilled in MS Excel, PowerPoint, Word, Outlook, and process mapping tools.
· Traveling (15-25%) to customer onsite as well as industry events. Skills and Experience that Will Help You Succeed
· Experience in the mortgage industry preferred
· Experience with the Total Expert platform a plus
· 5+ years of experience in Customer Success, Account Management, or Management Consulting (or a similar client-facing role)
· Experience in financial services, marketing automation, or CRM platforms a plus The role is also eligible for variable compensation based on achievement of quota targets. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match. We are unable to sponsor or take over sponsorship of an employment Visa at this time. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. If you would like more information about how your data is processed, please contact us.