- Lead the customer organization end-to-end, develop the management layer underneath, and build the bench needed to scale.
- Own the operating cadence of the customer org: weekly business reviews, monthly health reporting, quarterly planning.
- Manage a blended onshore + nearshore model; expand where it makes sense without compromising customer experience.
- Own the tiered support model and drive measurable improvement in first-response time, resolution time, deflection rate, and CSAT.
- Partner with Sales leadership on pre-sales SE coverage, demo quality, and technical win rates.
- Run the Product SME function and TMO Academy as the company's center of gravity for internal and external product expertise - certifications, enablement content, customer training revenue.
- Direct the Force Multiplier / AI Tooling function as the org's internal AI and automation engine.
- Own customer onboarding through segment-aligned Go Live motions (SMB and Enterprise), each covering Loan Servicing, Loan Origination, and Fund Management.
- Drive measurable improvement in time-to-go-live, onboarding NPS, and early-life retention.
- Run the post-sale technical solutions function: Forward-Deployed Engineers embedded at strategic accounts, Professional Services for scoped delivery, and Data Solutions Engineers for integration and data advisory.
- Own gross revenue retention as the primary outcome metric for the Customer Success function.
- Build the playbook, health-scoring, and renewal motion that supports it.
- Define and instrument the customer org's metrics stack: GRR, time-to-value, CSAT, support SLAs, PS utilization & margin, certification volume.
- Partner with Product and Engineering on a continuous feedback loop from the field back into the roadmap.
- Partner with Sales and Marketing on expansion motions, customer references, and pricing/packaging input from the field.
- Stand up the operating reviews, dashboards and drive executive communication.
Requirements
- 12+ years leading customer-facing post-sales or operations organizations; 3+ years at the VP level or above.
- Direct experience running two or more of: support, professional services, customer success, onboarding/implementation, technical account management.
- Track record of owning GRR as a primary metric and improving it.
- Experience leading an organization across multiple management layers.
- Strong financial and operational rigor: you build the dashboard, you run the reviews, you hold the line on the numbers.
- Preferred: Direct experience in private lending, mortgage, or specialty finance - prior operating roles at a private lender, debt fund, loan servicer, mortgage originator, or vertical software company serving that customer base.
- Fluency in the mechanics of loan servicing, origination, draw management, investor reporting, and fund accounting.
- A working point of view on where the private lending industry is going: AI, regulatory pressure, capital markets dynamics, and the operational realities of running a private credit shop.
- Vertical SaaS leadership experience in financial services, lending, or capital markets technology.
- Direct experience building or scaling a tiered support model and a Forward-Deployed Engineer / FDE function.
- Hands-on experience deploying AI tooling inside a customer org - not slideware.
- Experience running a customer education / academy function with certifications.
Core Competencies
Demonstrates extensive leadership in customer-facing operations, focusing on metrics such as Gross Revenue Retention (GRR) and customer satisfaction. Proven ability to build and scale support models, drive operational rigor, and leverage AI tooling for enhanced customer experiences.
Highest-signal resume keywords
- Customer Success Leadership
- Gross Revenue Retention (GRR) Management
- Tiered Support Model Development
- AI Tooling Deployment
- Customer Education Function Management
ATS Optimization Keywords
Hard Skills
- Operational Metrics Development
- Financial Analysis
- Customer Onboarding
- Technical Account Management
- Professional Services Management
- Loan Servicing Expertise
- Fund Management
- Data Solutions Engineering
- Dashboard Creation
- Performance Improvement
Soft Skills
- Leadership
- Strategic Planning
- Cross-Functional Collaboration
- Executive Communication
- Problem Solving
Certifications & Qualifications
- Customer Success Certifications
- Product Management Certifications
Industry Keywords
- Private Lending
- Mortgage
- Specialty Finance
- Vertical SaaS
- Capital Markets
- Loan Origination
- Investor Reporting
- Operational Excellence
- Customer Experience
- Regulatory Compliance
Tools & Technologies
- AI Tooling
- Customer Relationship Management (CRM) Systems
- Data Analytics Tools
- Performance Dashboards
- Customer Feedback Systems