Strategic Customer Success Manager

3 days ago

Washington, Washington, D.C., United States Equifax Full time

The
Strategic Customer Success Manager - Mortgage
is responsible for optimizing the customer experience lifecycle, handling post-sales implementation program management, and collaborating with the customer to ensure they are realizing expected value from Equifax solutions, as well as driving adoption and retention.

What You Will Do

  • Proactively drive adoption, usage, net retention, and assist with renewals by optimizing customer experience
  • Act as the connecting thread for internal teams with the customer across the customer journey
  • Drive customer advocacy in resolving customer issues from acquisition to adoption to use to value realization
  • Serve as a trusted adviser and advocate for clients
  • Create customer success plan with each client
  • Monitor and maintain customer health
  • Become SME for how Equifax products work within the ecosystem and educate clients on business value of solutions
  • Aid customers in usage and value realization of solutions
  • Partner with Relationship Manager in preparing and conducting quarterly business reviews
  • Drive customer advocacy within Equifax
  • Utilize voice of the customer to inform product roadmaps
  • Coordinate internal COE teams to benefit of customers
  • Provide clients transparency on status of issues/requests
  • Assist with resolution of customer support issues
  • Act as point person for internal and external stakeholders in coordination with technology and product to ensure successful enhancements to partner platforms and technical matters

What Experience You Need

  • Bachelor's degree in related discipline or equivalent experience
  • 7+ years of B2B sales or customer success experience in primary or secondary mortgage market or mortgage technology partner experience
  • Knowledge of customer success and project management best practices
  • Ability to provide resolutions to a wide range of complex problems that require the frequent use ingenuity and creativity
  • Experience promoting value through the customer experience and working with complex, multi-divisional, multi-geographical customers
  • Ability to create structure in ambiguous situations and design effective processes and creatively solve problems
  • Experience working with cross-functional teams

What Could Set You Apart

  • Exceptional ability to communicate and foster positive business relationships
  • Ability to establish milestones and keep all team members on task; strong project management skills
  • Self-driven and proactive
  • Bias for action
  • Curiosity to learn and grow

Equifax is required by law to include a good-faith salary range for this role. This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to: skill sets; experience and training; and other business and organizational needs. At Equifax, it is not typical for an individual to be hired at or near the top of the range for their role. A reasonable estimate of the current base salary range is $129,830.00 to $165, This position is also eligible for our annual incentive compensation program at approximately 15%. The application window is anticipated to close on Friday, November 21, 2025.
This date is a good faith estimate only
and may be modified where necessary.

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