Pippin Title

Implementation Specialist

• Own new-client onboarding end to end — run kickoff, build the mutual implementation plan, set success criteria, and drive to first live order.
• Configure accounts and workflows in the Pippin portal.
• Train client teams on the portal, order tracker, live chat, and report formats.
• Be the single point of accountability from handoff out of Sales through a clean transition to the Client Success and Operations teams.
• Stand up integrations between Pippin and client systems.
• Translate between client and engineering — gather integration requirements, document field mappings, coordinate sandbox testing.
• Own the integration runbook.
• Partner with Product and Engineering on integration roadmap.
• Project-manage internal launches of new software, workflows, and process changes.
• Build the change-management plan.
• Instrument every rollout with clear KPIs.
• Manage the implementation of title-order workflows for new and expanding accounts.
• Partner with Ground Searchers network leads.

Customer Success Manager

• Manage a defined portfolio of active Pippin accounts across segments (title agencies, underwriters, lenders, law firms), with clear targets on Net Revenue Retention, Gross Retention, and order-volume growth.
• Build account plans that map each client's buying reasons, KPIs, stakeholder map, order pattern, integration state, and expansion opportunities.
• Drive a structured cadence — weekly tactical with ops leads, monthly reviews with team leads, quarterly business reviews with executive sponsors — adjusted to account size and maturity.
• Monitor adoption and order health — dashboard signals, order mix, volume trends, integration usage — and intervene early when usage softens.
• Run expansion plays — new states, new report types (commercial, energy, foreclosure, two-owner, etc.), additional offices, new integrations — and partner with Sales on material expansions.
• Coach clients on getting more value out of the portal, order tracker, live chat, and integrations (Qualia, SoftPro, Resware, TrackerPro).
• Be the conduit between clients and Operations when there are quality, turnaround, or report-format issues — diagnose fast, mobilize the right internal team, and close the loop with the client.
• Capture product feedback systematically and feed it to Product and Engineering with enough context (client size, segment, use case, frequency) for them to prioritize.
• Protect the Pippin Experience — set realistic expectations during onboarding, recover strongly when something goes wrong, and convert recovery moments into trust.
• Own renewals across the book — forecast them accurately, negotiate within guardrails, and keep Gross Retention at or above target.
• Spot and qualify expansion — when a client is ready for more volume, a new report type, or a deeper integration, move fast and involve Sales where appropriate.
• Identify at-risk accounts early, build recovery plans, and escalate proactively rather than on the quarterly surprise.

Implementation Specialist

Client Success Manager