Infrrd

Customer Success Manager

• Lead end-to-end onboarding for enterprise mortgage clients, from contract signature through go-live, including success plans, training, and acceptance criteria tailored to each client's mortgage operations (origination, underwriting, servicing, post-close).
• Coordinate with Infrrd's implementation and engineering teams to configure document extraction models for loan specific document types (1003, 1008, CD, AUS findings, appraisals, W-2s, 4506-C, etc.) and track adoption metrics through ramp-up.
• Partner with clients and Product to design and implement automated mortgage workflows, from intake and classification to data extraction, validation, and downstream handoffs, translating requirements like TRID compliance checks, stacking order automation, and condition clearing into product configurations.
• Act as a subject matter expert on mortgage document taxonomies, regulatory frameworks (RESPA, TILA, FNMA/FHLMC), and LOS/LoanOS ecosystem integrations (Encompass, Empower, BSSI, etc.), documenting best practices for repeatable deployment.
• Own deep, trusted relationships with C-suite, VP, and Director-level stakeholders across operations, technology, and compliance within mortgage lenders, servicers, and IMBs, serving as the single point of contact for post-sales activities, escalations, and structured QBRs/EBRs that demonstrate quantifiable ROI.
• Own net revenue retention (NRR) and expansion targets for your book of accounts, including upsell and cross-sell of additional Infrrd modules, partnering with Account Executives on renewal strategy and growth planning.
• Synthesize client feedback into clear, prioritized product requirements; act as an internal SME for Product, reviewing proposed features against real-world mortgage use cases and regulatory constraints.
• Use customer health scoring, usage analytics, and engagement signals to proactively manage account risk and opportunity, maintaining clean CRM hygiene (Salesforce/Gainsight) and accurate renewal/expansion forecasts.

Customer Success Manager – Mortgage

Marketing

• Shape and execute the global marketing strategy aligned with business growth and revenue goals
• Build, mentor, and scale high-performing teams across demand generation, product marketing, content, brand, digital marketing, and communications
• Own demand generation and pipeline growth through integrated inbound, outbound-assisted, ABM, partner, digital, and field marketing programs
• Partner closely with Sales to sharpen our ICP, messaging, pipeline quality, forecasting, and revenue outcomes
• Craft our product narrative through positioning, launches, customer storytelling, sales enablement, and competitive intelligence
• Build a data-driven marketing organization with clear KPIs, attribution, analytics, and scalable marketing operations
• Lead the marketing tech stack, budgets, agencies, and operational excellence while fostering a culture of experimentation and continuous improvement

VP – Marketing

Sales Operations Manager

• Own and optimize our CRM (HubSpot) — data hygiene, workflows, and reporting
• Build and maintain dashboards and reports for pipeline health, forecasting, and sales KPIs
• Partner with sales leadership on territory planning, quota setting, and headcount modeling
• Manage the sales tech stack and evaluate new tools to improve rep productivity
• Drive process improvements across the full sales cycle — from lead routing to deal close
• Support QBR preparation, sales cadence meetings, and board-level reporting
• Collaborate cross-functionally with Marketing, Finance, and Customer Success

Performance Marketing

• Build and run the full demand gen engine — inbound, outbound-assist, ABM, field, and digital
• Define and execute integrated campaign strategies targeting enterprise buyers in document-intensive industries
• Own the pipeline number — MQLs, SQLs, pipeline contribution, and revenue influence
• Build and manage the marketing tech stack (CRM, MAP, intent data, analytics)
• Partner closely with Sales to align on ICP, messaging, and pipeline quality

Customer Success Manager – Mortgage

VP – Marketing

Sales Operations Manager

Head of Demand Generation