Director, Customer Success

Director Of Customer Success

Total Expert is the Customer Operating System for financial services. Our purpose-built platform combines a system of context with a system of action that enables humans and AI Assistants to engage in the moments that matter and earn customers for life. Since 2016 Total Expert has enabled more than seven trillion dollars of funded loan volume.

The Director of Customer Success leads the CSM organization at Total Expert and owns the execution of our retention operating model. Reporting to the Chief Lending Officer and managing a team of up to 10 Customer Success Managers, this leader is accountable for Gross Revenue Retention and Net Revenue Retention, for reducing controllable churn and downsell, and for ensuring our customers consistently realize measurable, defensible value from the Total Expert platform.

This is a quota-bearing role. You and every CSM on your team carry annual NRR and attrition targets, and your CSMs are commercial owners alongside their Account Executives, responsible for renewal, health, and expansion on their assigned accounts, including multi-year renewal positioning.

Just as important, this role is a maturity mandate. Total Expert has defined its Customer Success operating model, tiered coverage model, proactive risk identification, renewal governance, and an AI-enabled path to drive efficiency throughout Customer Success. We are looking for a leader who understands our customers deeply, has operationalized a model like this before, and can take our CS function from defined to consistently executed and measurably predictable. You should expect to spend as much time building the machine as running it.

This position is remote for candidates residing outside of Minneapolis, MN. For candidates based in the Minneapolis, MN area, the position follows a hybrid schedule with three on-site days per week in our St. Louis Park, MN office.

What You'll Be Doing

• Own retention, renewal execution, and commercial outcomes
• Run proactive risk identification and renewal governance
• Operate and mature the tiered coverage model
• Lead, coach, and develop the team
• Drive AI-enabled and Digital Customer Success
• Partner across the business

What We're Looking For

• 8+ years in Customer Success, account management, or retention in B2B SaaS, including direct ownership of a retention or revenue number
• 4+ years leading a Customer Success or account management team, including teams carrying individual NRR, renewal, or retention quotas
• 3+ years in mortgage, banking, credit union, fintech, or adjacent financial services, at a lender or financial institution, or selling and delivering into one
• Proven track record of improving GRR and NRR and reducing controllable churn and downsell, with a credible account of the mechanisms that drove it
• Experience operating a tiered or segmented coverage model, not a single flat book, including the capacity planning and playbook design behind it
• Hands-on experience leveraging and maturing a Customer Success Platform (Planhat, Gainsight, or similar), including health score design and forecast governance
• Demonstrated ability to build a renewal forecast that holds, and to run a disciplined at-risk pipeline and renewal governance cadence
• Commercial fluency: co-owning renewals with Sales, building ROI and value-realization business cases, defending price, and positioning multi-year agreements
• Working knowledge of the mortgage lifecycle, from lead generation and application through closing, servicing, and borrower retention, and how loan officers, marketing teams, and production leaders operate
• Hands-on leader with a player-coach mentality and genuine comfort in customer conversations at the executive level
• Strong executive presence, presentation skills, and analytical mindset
• Ability to travel up to 25%

Preferred

• Experience implementing Pendo or a similar product experience platform to drive end-user awareness, education, and adoption
• Experience building a digital or low-touch CS motion for a long-tail segment, and scaling coverage through automation rather than headcount
• Practical experience deploying AI into a CS workflow, predictive scoring, prescribed plays, conversation intelligence, or automated account briefing
• Prior experience at a mortgage-focused or financial-institution-focused SaaS or fintech vendor
• Hands-on time inside a lending operation, loan officer, branch or production manager, or marketing leader at a lender
• Familiarity with Lender ecosystems, including LOS and POS platforms and the surrounding lender tech stack
• Comfort operating with a regulated buyer, including RESPA, TCPA, and UDAAP awareness and familiarity with financial institution security, compliance, and procurement review cycles
• BI and analytics fluency (Domo, Looker, Tableau, or similar) sufficient to interrogate a health score model rather than just consume a dashboard

Compensation/Benefits

The anticipated base salary range for this role is $180,000 - $200,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. 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.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.