Senior Manager, Customer Success

What we're doing Owning a home is a foundational part of building financial security and wealth in America. However, the tools and technology that support homeownership are antiquated, dependent on things like fax machines, handwritten documentation, and hours of manual review. We're here to change it. Vesta is the next-generation system of record to power the multi-trillion mortgage market. We believe that we are overdue for a core transformation – that in order to build a fully automated process and fully digital customer journeys, lenders will have to adopt a system of record platform that is modern, open, and orchestrated by best-in-class software workflows. Who we are Our founding team is no stranger to the complexities of the financial industry. As early employees at Blend, they spent years together focused on creating modern cloud infrastructure for banks. Now, with Vesta, they are transforming the mortgage industry by creating the most flexible, open and automated origination experience, benefitting financial institutions and their customers. And, we're not alone. We've received $45M in financing from top tier investors, including Andreessen Horowitz, Conversion Capital, Bain Capital Ventures, and Index Ventures. Our team is small, but mighty. We are a collection of humans who value humility, empathy, self-awareness, and an orientation towards action. If this sounds like you and you're excited by the idea of getting in at the ground level to build the infrastructure that will power the future of the financial industry, we would love to hear from you! Who you are You are deeply curious about how businesses operate. You enjoy understanding workflows, incentives, constraints, and organizational dynamics — especially within operationally intensive industries. You thrive in early-stage environments where ambiguity is high and ownership is real. You think in terms of outcomes, not activities. You care about measurable impact and can clearly articulate the value your product delivers. You are comfortable partnering with senior stakeholders and can build trust with operators, executives, and cross-functional leaders alike. You’re calm under pressure and effective at coordinating internal teams when challenges arise, serving as a structured and accountable escalation point. You are highly organized and process-oriented, with the ability to build playbooks and systems from scratch. You can balance proactive strategic engagement with reactive issue management without losing momentum. You are collaborative by default — able to partner closely with Sales on renewals, with Product on feedback loops, and with Implementation on smooth customer transitions. About the role: Vesta is hiring our first Customer Success team member to own and define the post-implementation customer experience. This is a foundational, high-impact role responsible for ensuring our customers realize meaningful, measurable value from Vesta long after go-live. You will own a named portfolio of lenders (roughly 8-12 accounts to start, ranging from mid market to larger enterprise clients) and serve as their primary strategic partner. Your focus will be driving adoption, deepening engagement with new functionality, reinforcing best practices, and ensuring Vesta evolves alongside our customers’ businesses. While Sales will own commercial renewals, you will play a critical role in retention by maintaining strong executive relationships and ensuring customers consistently see operational impact. This is not a support or troubleshooting role. Instead, you will act as the quarterback for your accounts — coordinating cross-functionally when issues arise, acting as an escalation point, advocating for customers internally, and ensuring alignment between Product, Support, Implementation, and Sales. As the Senior Manager of Customer Success and first hire in this org, you will also build the foundation for the function. You’ll define playbooks, engagement models, success metrics, feedback loops, and the operating cadence that scales as we grow. You’ll be responsible for hiring the first 1-3 individual contributors on your team, shaping their roles and managing their work. This role requires both strategic thinking and operational rigor — someone who can zoom out to shape the future of Customer Success at Vesta while staying close to the details that drive customer outcomes. What this role is not: This is not a commercial role. You will not own or negotiate renewals, upsells, expansions, or pricing. These activities sit under our Revenue team, and it is the Customer Success org's mandate to surface risk and opportunity signals, and hand them off. This is not a support role. Day to day issues and ticket resolution are owned by the Support org. Customer success is not a second support queue or a way for our clients to skip the line, though you should expect escalations from time to time. This role does not own implementation or project management. Implementation Managers lead delivery and launch; Customer Success owns the post–go-live strategic relationship, adoption, and value realization. This role is not purely operational or programmatic. Systems, metrics, and playbooks matter, but the role requires direct, credible engagement with sophisticated lender stakeholders and strong judgment in ambiguous, cross-functional situations. Benefits and Perks Competitive salary and equity Robust medical, vision and dental coverage (~100% of employee premiums are covered) Remote-first culture with hubs in New York and San Francisco Physical and mental wellness benefits Flexible time off (that we expect you to use!) Co-working passes and/or wfh stipend Dining dollars 401(K) offering Meaningful parental leave - 16 weeks off for birthing and non-birthing parents, applying to adoptions as well. Company offsites (twice a year) Our cash compensation amount for this role is targeted at $160,000 - 195,000/yr. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above. At Vesta, we believe that the only way we can tackle the challenging problems in front of us is by having diverse perspectives and an environment that promotes inclusivity. We’re committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. #J-18808-Ljbffr