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RETRCustomer Success Manager
RETR is hiring a Customer Success Manager to join its fully remote team. As one of the early members of the customer advocacy group, the successful…
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About This Role
RETR is hiring a Customer Success Manager to join its fully remote team. As one of the early members of the customer advocacy group, the successful candidate will own an enterprise account portfolio end-to-end, guiding relationship management, driving renewals, and uncovering growth opportunities. RETR operates a mortgage market intelligence platform utilized by top lenders and loan officers nationwide. Founded in 2022, the company is profitable, bootstrapped, and relies on organic…
Job Description
RETR is hiring a Customer Success Manager to join its fully remote team. As one of the early members of the customer advocacy group, the successful candidate will own an enterprise account portfolio end-to-end, guiding relationship management, driving renewals, and uncovering growth opportunities. RETR operates a mortgage market intelligence platform utilized by top lenders and loan officers nationwide. Founded in 2022, the company is profitable, bootstrapped, and relies on organic word-of-mouth growth driven by client outcomes.
This role suits professionals who thrive in an asynchronous environment, enjoy building operational playbooks from scratch, and possess strong commercial acumen. Rather than functioning as a reactive help desk or traditional support queue, this position centers on strategic account health, deep product adoption, and executive relationship building. Daily tasks involve drafting strategic plans for every assigned account, addressing churn risks proactively, and identifying expansion vectors such as additional teams or product lines. The organization champions lean operations, leveraging automation and AI tools to eliminate repetitive administrative burdens so team members can dedicate their time to meaningful human connections and solving substantive business problems.
The position reports directly to the VP of Customer Advocacy and collaborates closely with account executives, onboarding trainers, and support staff. Success in this capacity is measured by account retention, expansion milestones, and the cultivation of vocal customer advocates willing to participate in case studies and referrals. Candidates must demonstrate comfort with commercial accountability, clear written and verbal communication, and a proactive approach to noticing and resolving issues before they escalate.
Responsibilities
- Manage an enterprise customer portfolio end-to-end, overseeing relationships, renewals, and account expansion
- Draft and maintain concise written strategic plans for every assigned account within 30 days of onboarding
- Identify and address potential churn risks proactively with documented mitigation strategies
- Drive account growth by recognizing opportunities for new use cases, features, product lines, and additional user seats
- Build deep relationships with both daily software users and executive sponsors
- Translate customer feedback and usage data into insights shared internally to improve product offerings
Requirements
- Minimum of three years of experience in customer success, account management, or another customer-facing SaaS role
- Demonstrated track record of owning a book of business with direct renewal or expansion targets
- Ability to analyze customer business operations and connect software usage to measurable financial outcomes
- Strong written and verbal communication skills tailored for audiences ranging from daily users to C-level executives
- Proactive mindset with the ability to identify problems early and act independently
Qualifications
- Prior work experience in or selling into mortgage lending, including mortgage brokers, lenders, or settlement companies
- Professional background in adjacent fintech, real estate, or proptech industries
Core Skills
Benefits
- Base salary of $85,000 with an on-target earnings figure of $115,000 including quarterly variable pay
- Medical insurance premiums fully paid by the employer
- Employer-provided dental, vision, life, and short- and long-term disability insurance
- 401(k) retirement plan with a 100% match on the first 1% and a 50% match on the next 5%
- 15 days of paid time off plus 13 paid holidays including Christmas Eve and the day after Thanksgiving
- $100 weekly meal stipend and $100 monthly wellness stipend
- $250 quarterly swag credit
- Complete home office hardware setup including a laptop, monitors, camera, and peripherals
- Twice-yearly company-wide retreats
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, RETR is fully remote and operates on an asynchronous-first schedule with twice-yearly company-wide gatherings.
What is the compensation for this role?
The position features a national base salary of $85,000 with an on-target earnings total of $115,000, which includes $30,000 in quarterly variable pay tied to customer retention and growth.
How do I apply?
Applicants should email a resume to jobs@retr.app along with a few sentences detailing one customer they kept, grew, or turned into an advocate and their specific actions in that scenario.
What kind of background is preferred?
Candidates ideally possess three or more years of customer success or account management experience in SaaS. Prior experience in the mortgage industry or adjacent fintech and proptech sectors is considered a major plus.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.