Customer Success Manager

Role Overview

Customer Success Manager (Client Success Manager) — Remote (U.S.)

Own the post-sale relationship for a portfolio of title-industry customers, ensuring they are retained, expanding, and fully adopted to create a seamless “Pippin Experience.” You act as the single point of contact for your accounts and the voice of customers inside Pippin.

Responsibilities

• Own the Book (Account Management)

  • Manage a defined portfolio across segments: title agencies, underwriters, lenders, and law firms.
  • Drive clear targets for Net Revenue Retention, Gross Retention, and order-volume growth.
  • Build account plans covering: client buying reasons, KPIs, stakeholder map, order patterns, integration state, and expansion opportunities.
  • Run a structured cadence: weekly with ops leads, monthly reviews with team leads, quarterly business reviews with exec sponsors.

• Drive Adoption & Order Growth

  • Monitor adoption/order health using dashboards (order mix, volume trends, integration usage) and intervene early.
  • Execute expansion plays for new states, new report types (e.g., commercial, energy, foreclosure, two-owner), additional offices, and new integrations.
  • Coach clients to get more value from portal tools: portal, order tracker, live chat, and integrations (Qualia, SoftPro, Resware, TrackerPro).
  • Partner with Sales on material expansions.

• Quality, QC & Voice of Customer

  • Serve as the conduit between clients and Operations for quality, turnaround, or report-format issues.
  • Diagnose quickly, mobilize internal teams, and close the loop with clients.
  • Capture and organize product feedback, providing context so Product/Engineering can prioritize.
  • Manage onboarding expectations and recover strongly when issues occur to protect trust.

• Renewals & Commercial Ownership

  • Own renewals: forecast accurately, negotiate within guardrails, and keep Gross Retention on/above target.
  • Spot and qualify expansion opportunities and escalate proactively.
  • Identify at-risk accounts early and build recovery plans.

Requirements

• 2–4 years of client-facing experience in Customer Success, Client/Customer Success, Account Management, or Client Services.
• Title, escrow, or real estate underwriting industry experience.
• Demonstrated retention and expansion performance with referenceable examples.

Nice-to-haves / Additional Signals

• Industry familiarity with the title search / closing workflow.
• Ability to manage stakeholder relationships and transactional use cases from both vendor and file-basis perspectives.