Customer Success Manager

Customer Success Manager

Onboarding • Implementation • Adoption • Growth

Before applying for this role, please read the following information about this opportunity found below.

About DepositLink

DepositLink is a market-leading digital payments solution for real estate. Our mission is to make real estate payments simple, secure, and efficient through innovative technology and best-in-class service. DepositLink helps real estate professionals eliminate paper checks and risky bank wires while making it easier to request, send, and track payments.

Position Summary

The Customer Success Manager owns the customer journey from onboarding and implementation through activation, adoption, engagement, and long-term growth. You'll serve as a primary partner to our brokerage customers, helping new customers get successfully up and running while working with existing customers to increase adoption and get more value from DepositLink.

We're continuing to build and evolve our Customer Success function, and this role will be part of that work. We're looking for someone who is comfortable working in a growing environment, takes ownership, asks good questions, and isn't afraid to test new approaches and improve how we work.

Primary Responsibilities

Own Customer Onboarding & Implementation

• Manage assigned new customers from contract handoff through successful implementation and activation.
• Conduct 1:1 onboarding sessions and guide customers through account configuration, compliance and security requirements, business verification, beneficial ownership, and banking setup.
• Help customers configure DepositLink workflows based on their business needs, including payment types, processing speeds, and banking relationships.
• Monitor onboarding progress, proactively follow up on outstanding actions, and coordinate with internal teams or processing partners to resolve blockers and drive customers toward their first transaction.

Drive Customer Adoption & Growth

• Manage a portfolio of brokerage customers and drive continued DepositLink usage following implementation.
• Increase brokerage and agent adoption through proactive engagement, education, and targeted initiatives.
• Use customer activity, transaction trends, and health and adoption insights to identify risks, underutilized accounts, and opportunities for growth.
• Develop success strategies based on customer needs, lifecycle stage, and business opportunity.
• Partner with Sales and other internal teams on expansion opportunities and conduct Executive Business Reviews for applicable strategic accounts.

Deliver Scalable Customer Success

• Execute proactive customer outreach through a combination of 1:1 engagement, Customer Success playbooks, and automated journeys.
• Use ChurnZero and other Customer Success systems to monitor customer lifecycle signals, prioritize outreach, and trigger appropriate engagement.
• Maintain accurate customer lifecycle, engagement, and account information.
• Partner cross-functionally with Sales, Support, Operations, Compliance, Product, and other teams to solve customer needs and improve the overall customer experience.

Help Shape the Future of Customer Success

• Help evolve Customer Success processes, playbooks, segmentation, and engagement strategies as the organization grows.
• Help develop customer health measures, adoption metrics, and engagement signals, translating those insights into actionable customer strategies.
• Identify patterns and customer feedback that can improve onboarding, activation, adoption, and retention.
• Test new approaches, measure results, and help build scalable Customer Success practices based on what works.

What We're Looking For

• Strong customer relationship and communication skills, with the ability to communicate clearly with both day-to-day contacts and senior stakeholders.
• Experience owning customer onboarding, implementation, adoption, or ongoing account relationships.
• A proactive, ownership-driven approach with the ability to move things forward without waiting for every step to be defined.
• Strong organization and prioritization skills across multiple customers and competing needs.
• Curiosity and analytical thinking, with an interest in using customer activity and data to identify risks and opportunities. xhyhwjd
• Someone who enjoys solving problems, improving processes, and helping build structure in an evolving environment.

Benefits & Details

• Full-time, remote position
• Typical working hours: 8:30 AM–5:30 PM ET
• 75% employer-paid medical, dental, and vision insurance
• 401(k)
• Quarterly in-person company meetups