Manager, Customer Success at Mortgage Automator

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

180000.0

Posted On

15 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, SaaS, Leadership, Commercial Acumen, Data Analysis, Tech Savvy, Change Management, FinTech, Lending, Mortgage Industry

Industry

Financial Services

Description

Company Overview Founded in 2017 and headquartered in Toronto, Mortgage Automator is the leading all-in-one cloud platform purpose-built for private and asset-based lenders. Powering over $66 billion in funded loans across North America, our SOC 2 Type II-certified software streamlines the entire lending lifecycle—from origination and servicing to investor management—enabling clients to reduce risk and operate with unmatched speed and compliance. Fueled by a strategic 2024 partnership with BVP Forge, we are entering a dynamic phase of accelerated growth and product expansion, making this the perfect time to join us in redefining the non-bank lending landscape. About the Role The Manager of Customer Success is a pivotal position that will do more than manage a team. You will be instrumental in defining how we work with our customers. We are looking for a strategic leader to map out the customer journey, transforming our approach from reactive support to proactive partnership. You will build the frameworks that bridge the gap between our technology and our clients' success, ensuring we deliver value to everyone from early-stage lenders to enterprise-level financiers. With a robust portfolio of over 400 customers across North America, our client base is as dynamic as the industry itself—ranging from agile, scaling organizations to massive lenders servicing hundreds of active loans every month. The Customer Success organization serves as the key connector between these clients and Mortgage Automator’s evolving business goals. SaaS Leadership Experience: 4+ years of experience in Customer Success within a B2B SaaS environment, with at least 2 years in a leadership or team lead capacity. Builder Mindset: Proven experience building CS structures from the ground up. You have created playbooks, defined lifecycle stages, and implemented processes to scale a team. Commercial Acumen & Methodology: You are comfortable discussing money and growth. You have experience coaching teams on sales methodologies to drive value-based outcomes and are comfortable holding a team accountable to commercial targets (renewals and upsells). Data-Oriented & Tech Savvy: You make decisions based on numbers. You are proficient in using CRM tools and AI products to analyze data and drive strategy. Change Agent: Previous exposure to navigating go-to-market transformations. You have a demonstrated ability to build strategies that adapt to evolving business goals. Industry Knowledge: Experience in FinTech, Lending, or the Mortgage industry is a benefit, though not a strict requirement for the right operational leader. Location: Strong preference to work in a hybrid capacity from our Toronto headquarters. Compensation & Benefits Mortgage Automator focuses on providing a simple and transparent pay structure based on experience and job-related skills. For this role, the median On-Target Earnings (OTE) is $180,000. This represents your total expected annual compensation at 100% goal attainment, combining your guaranteed annual base salary with performance-based variable incentives. Our commission structures are uncapped, offering additional earning potential for performance exceeding targets. Time Off & Work-Life Balance Paid Vacation: We offer 3 weeks (15 days) of paid vacation annually, plus standard statutory holidays. Sick Days: Dedicated paid sick leave to ensure you have the time to rest and recover when needed. Hybrid Flexibility: A balanced work schedule featuring collaborative in-office days and remote work flexibility. Team Culture & Perks Catered Lunches: Enjoy a monthly team lunch on the company to celebrate wins and connect with colleagues. Growth & Learning: We foster a culture of continuous learning with internal opportunities for professional development. Modern Workspace: A professional and supportive environment equipped with the tools and technology you need to succeed.

Responsibilities

The Manager of Customer Success will define customer engagement strategies and transform the approach from reactive support to proactive partnership. This role involves building frameworks that connect technology with client success across a diverse customer base.