Customer Success Manager

Headquarters: Remote
URL: https://retr.app/

About RETR

RETR is a mortgage market intelligence platform. Loan officers use us to find the real estate agents worth building relationships with, mortgage companies use us to recruit top producers, and lenders use us to decide who to lend their money through. More than 55% of the Top 100 mortgage lenders are customers.

We were founded in 2022, we are bootstrapped and profitable, and we have never taken outside money. We grew because loan officers told other loan officers about us. That word of mouth is the whole company in one sentence, and it is why customer outcomes are not a service function here. They are the growth engine.

We are fully remote and we operate on a few principles: lead with value, do the right thing, be generous without keeping score. We hire for honesty, integrity, fairness, accountability, and excellence, and we have very little appetite for process that does not earn its place.

The role

This is one of the first Customer Success Managers at RETR, and you will own a book of our enterprise customers end to end: the relationships, the value they get, the renewal, and the growth.

Our enterprise customers are held today by the founders, sales, support, and enablement, and they are held well. This role exists because the book has outgrown what any of them can carry alongside their own jobs. You get a defined set of accounts and the time to go deep on them: exactly how each one is doing, what it needs next, and where it should be a year from now.

You will report to our VP of Customer Advocacy and work alongside the account executives who own new business and large expansions, and the trainers who run onboarding and group sessions.

What you own

Four things. Everything else you do should move one of them.

A plan for every customer. A short written plan for every account in your book: why they bought, who the people are, what they are trying to accomplish, how they actually use the product, where the risk is, and what happens next. New accounts get one within 30 days. Plans get refreshed before every review and every renewal.

The renewal. You own the path to renewal from the day the account joins your book, not from 30 days out. Risk gets named early, in writing, with a plan against it. Nothing should churn without someone having seen it coming.

Expansion. Growth comes from value: new use cases, new features, new product lines, new teams and branches, and the seats that follow once people see what it is worth. You run the smaller expansions yourself and bring in an account executive on the larger ones. Part of your pay is tied to this, and it should feel like the natural result of doing the rest of the job well.

Advocates. Healthy customers become references, case studies, testimonials, referrals, and beta participants. In an industry this relationship-driven, a customer willing to vouch for us is worth more than most marketing we could buy.

Underneath those four, the work is: knowing how customers use RETR and helping them use it better, building relationships with executive sponsors and daily users alike, reading health from adoption and conversation rather than guessing, and bringing what you hear back into the company so the product and the experience get better.

What this role is not

It is not reactive account management, and it is not a job you win by holding a set number of calls a week. Calls matter, but what matters is what happens on them: the relationship built, the plan moved, the value shown, the joy created.

It is not a support queue. We have a support team and they are good. You are not the escalation path for every ticket in your book.

Because we are still building the Customer Advocacy function, you won't be stepping into a perfectly defined playbook. You'll help create it. We want someone who is energized by that.

How we work

RETR is intentionally lean. Automation before hiring, systems before managers, one to many before one to one. Technology and AI should absorb the work that does not need human judgment, so our people spend their time where people are worth the most: understanding a customer's business, solving a real problem, building a relationship, finding the opportunity nobody else saw.

So we do not want CSMs living in spreadsheets or doing repetitive admin. We want them thinking, and immersed/obsessed with our customers.

We are fully remote and async first. We write things down. We measure what you deliver, and in this role that is the health of your book.

What success looks like

A great CSM here can answer these about any account, at any moment, without opening a file:

• Why did this customer buy RETR?
• How are they using it today, and who actually uses it?
• Are they getting value, and how do we know?
• Who inside the organization cares, and who signs the renewal?
• Where could we create more value for them?
• What could cost us this renewal?
• What happens next, and when?

In your first 30 days you will know your book: the renewals coming, the accounts at risk, and the people who matter in each. By 60 days every account has a plan and you have met the sponsors who count. By 90 days you are running the full scorecard, with your first expansions in motion.

Over a year, the work shows up as deeper adoption, earlier risk detection, stronger retention and expansion, and a list of customers willing to say so publicly. Most of all, our customers should feel that RETR understands their business and is invested in it.

What we're looking for

You are probably a strong fit if you:

• Have 3+ years in customer success, account management, or another customer-facing SaaS role, owning a book with renewal or expansion targets.
• Get genuinely curious about how a customer's business makes money, and can connect our product to the outcomes they care about.
• Are comfortable owning the commercial health of an account, not just the relationship: the renewal, the risk, the growth.
• Spot expansion that comes from real value, without turning every conversation into a pitch.
• Notice problems early and act before anyone asks you to.
• Move fast. Customers hear back from you quickly, and plans turn into action in days, not weeks.
• Build relationships deep enough that customers want to vouch for you.
• Use data, AI, and automation to decide where to focus, and save your own time for the conversations that need a person.
• Communicate clearly with everyone from a daily user to a C-level executive.
• Like building playbooks and doing well when the answer is not written down yet.
• Are motivated by having part of your pay tied to keeping and growing your customers.
• Work well with the account executives, support, and enablement people who share your accounts, and make them better at their jobs.
• Get real energy out of a customer who is winning, and are not satisfied until they are.

Mortgage experience is a major plus. If you have worked in or sold into mortgage lending, whether at a lender, a broker, a vendor, a title or settlement company, or anywhere else in the ecosystem, say so clearly in your application. Our customers are loan officers, branch managers, and mortgage executives whose income moves with rates. Someone who already understands mortgage origination, recruiting, relationship building, and how a loan officer actually spends their day, starts contributing months earlier and earns credibility in the room on the first call.

It is a strong preference, not a requirement. Adjacent fintech, real estate, or proptech experience counts for a lot too, and we will take how you think and operate over a resume line every time.

Compensation and benefits

Base salary $85,000. On-target earnings $115,000, including $30,000 of variable at 100% of target, paid quarterly. Variable can reach 150% of target for strong performance, which puts total earnings around $130,000. Base is a national figure with no location adjustment.

Variable pay is tied to the two things this role exists to do:

• Keeping customers. Retention across your book.
• Growing customers. Expansion you lead, plus the larger expansions you help an account executive close.

You will see the full plan, including how each component pays out, before you accept an offer. We publish levels and bands internally, so you will always know your band and what the next level takes.

Benefits:

• Medical premiums fully paid by RETR
• Employer-provided dental, vision, life, and short and long-term disability
• 401(k) with match: 100% of your first 1%, plus 50% of your next 5%
• 15 days PTO plus 13 paid holidays, including Christmas Eve and the day after Thanksgiving
• $100 weekly meal stipend and $100 monthly wellness stipend
• $250 quarterly swag credit
• Full home office setup: laptop, monitors, camera, and peripherals
• Fully remote, and we fly the whole company together twice a year

How to apply

Email a resume to jobs@retr.app, with a few lines on one customer you kept, grew, or turned into an advocate, and what you actually did. Skip the cover letter.

To apply: https://weworkremotely.com/remote-jobs/retr-customer-success-manager