Senior Customer Success Manager

Total Expert

Senior Customer Success Manager at Total Expert focusing on customer engagement, retention, and success through strategic partnerships. Leading initiatives that drive measurable results and customer satisfaction across a SaaS platform.

Posted 5/5/2026full-timeMinnesota • 🇺🇸 United StatesSenior💰 $95,000 - $105,000 per yearWebsite

About the role

Key responsibilities & impact

Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable results.
Gain deep knowledge of each customer’s tech stack, system integrations, and dependencies to optimize their use of Total Expert.
Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer’s goals.
Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accounts.
Monitor sentiment and engagement to proactively drive retention and reduce risk.
Track and report progress toward the customer’s definition of success, demonstrating clear business value over time.
Engage with stakeholders across all levels—including executives—to understand key objectives, challenges, and performance indicators.
Lead regular strategic and operational reviews to assess outcomes, alignment, and next steps.
Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivity.
Drive active usage, deliver training, and promote adoption of new features and functionality.
Serve as the customer’s voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancements.
Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platform.
Continuously looking for ways to enhance customer experiences and internal processes.

Requirements

What you’ll need

5+ years of experience in Customer Success, Account Management, or Management Consulting (or a similar client-facing role)
3+ years of experience in a SaaS or technology organization
Experience in the mortgage industry preferred
Experience with the Total Expert platform a plus
Experience in financial services, marketing automation, or CRM platforms a plus

Benefits

Comp & perks

Medical
Dental
Vision
HSA (Health Savings Account)
FSA (Flexible Spending Accounts)
Company paid Life Insurance
Short-Term Disability
Long-Term Disability
Flexible Time-Off (FTO)
Paid Parental Leave
401(k) with employer match

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementmanagement consultingSaaSsystem integrationsworkflowsstrategic guidancetrainingplatform productivityfinancial services

Soft Skills

relationship buildingcommunicationstakeholder engagementproblem-solvingstrategic thinkingproactive monitoringcollaborationcustomer advocacyadaptabilityprocess improvement