Client Success Manager - Augur

Job Description

Job Description

HOW YOU’LL MAKE A DIFFERENCE:

The Client Succes for Augur will sit within the Revenue Organization and serve as the connective tissue between MountainSeed Augur clients, the Revenue team, and the cross-functional teams responsible for building and operating the Company’s products. The initial focus of this role is to support in driving the commercial launch of Augur, MountainSeed’s AI-assisted appraisal review tool. They will own client onboarding, capturing and synthesizing product feedback, ensuring clients are satisfied and are adopting usage, and partnering with the Product, Technology, and Operations organizations to inform requested product adjustments. This individual will lead day-to-day account management during the product launch. As the Augur business scales, this individual will build and lead a dedicated Client Success function for Augur, with future Augur Client Success Managers reporting into this role.

IN THIS ROLE, YOU’LL GET TO:

Augur Onboarding and Adoption

• Own end-to-end client onboarding for Augur, ensuring new clients are activated quickly and using the platform effectively from day one. Role will be measured on onboarding and product utilization.
• Develop and continuously refine onboarding playbooks, training materials, kickoff cadences, and adoption metrics.
• Drive product engagement and usage growth across the Augur client base, partnering with Sales to ensure a seamless handoff from contract execution through go live.

Product Feedback and Cross-Functional Collaboration

• Serve as the voice of the customer within MountainSeed by capturing, prioritizing, and channeling product feedback to internal stakeholders.
• Collaborate closely with Product, Technology, and Operations to translate client needs for Augur.
• Maintain a structured feedback loop, including regular syntheses of client input, feature requests, defects, and usability issues.

Account Management and Client Success (Augur)

• Oversee account management for Augur clients during the launch phase, building durable relationships with key client contacts and decision-makers.
• Serve as the front line for Tier 1 service issues for new Augur clients out of the gate, triaging and resolving issues directly or escalating to Technology, Product, or Operations teams as appropriate.
• Monitor client health and proactively address risks to retention, expansion, and overall client satisfaction.
• Build and lead the Augur Client Success function over time, including hiring, training, coaching, and managing future Augur Client Success Managers as the business scales.
• Develop and track KPIs for onboarding, adoption, retention, expansion, and client satisfaction.

THIS OPPORTUNITY IS FOR YOU IF YOU HAVE/ARE:

• 3+ years of experience in client success, account management in B2B environment.
• Demonstrated experience driving software onboarding and adoption with commercial clients, ideally during a product launch or scale-up phase.
• Proven ability to manage client relationships and resolve service issues with a solutions-oriented, low-ego mindset.
• Experience working cross-functionally with Technology, Operations, Product and Executive Leadership.
• Comfort building and managing a team; prior people management experience preferred, with a clear path to managing direct reports as the Augur Client Success team grows.
• Familiarity with appraisal, real estate, financial services, or AI-enabled SaaS products is a plus.
• User empathy and a customer-centric mindset with a bias toward action.
• Willingness to learn, low ego, and proactive ownership of outcomes in a fast-paced, evolving environment.
• REST API literacy. Able to read requests, responses, and error codes (401, 403, 404, 500) and understand what each means in a support context.
• Postman proficiency. Able to independently reproduce a client reported API issue before escalating, so engineering receives a confirmed test case rather than a description of a symptom.
• Authentication concepts. Knows the difference between a browser login failure and an API authentication failure, and which system owns the credential.
• Data sync awareness. Understands what in sync versus out of sync means across two systems, and that fixes to client records belong in the source system, not Augur.
• Two way escalation. Can escalate to engineering with a complete triage package, and equally can receive inbound escalations from the client's technical team and qualify them before routing.
• Triage discipline. Gathers org ID, error code, and system origin, and reproduces the issue independently before escalating, so engineering and LightBox are never starting from zero.

WHAT WE OFFER: 3 weeks of PTO, 13 company paid holidays, paid parental leave, and a flexible work environment. Medical, Dental, Vision, Life, Disability, and 401K plans begin the first of the month after 30 days of employment.

OUR PURPOSE is to provide opportunities that help people thrive using their God-given abilities.

OUR CORE VALUES:

• Be a Self-Starter. Continuously seek ways to improve yourself and the business, take responsibility, and act with urgency to solve problems.
• Be a Team Player. Prioritize team success over individual achievements, support your colleagues, and contribute to creating high-performing teams.
• Be a Patriot. Focus on the greater good of the organization, be honest about what’s working, and passionately work towards making the company better.
• Do it Right. Uphold high standards and integrity, even when no one is watching, and always aim to do the right thing.
• Be Humble. Lead by serving others, value diverse perspectives, and remain open to new ideas and feedback.

WHAT WE DO:

As the largest commercial real estate services marketplace in the nation, MountainSeed MarketPlace offers a comprehensive range of appraisal management, review services, and more. MountainSeed Analytics platform provides real-time, accurate real estate data insights, helping clients make informed decisions in markets across the U.S. MountainSeed’s Capital Markets Solutions including Loan Sale Advisory and Sale Leaseback Programs assist in enhancing an institution’s financial health.

MountainSeed is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.