Customer Experience Join Journey Manager
BrightseedSalary not specified
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
FinTech, Banking, Financial Services, MortgageIndustries
Requirements
- 5+ years of relevant customer-facing experience at a consumption-based SaaS company, management consulting firm, or lending industry company (e.g., mortgage company)
- Technical aptitude with the ability to develop a deep understanding of the Blend product, mortgage market, and customers' needs
- Ability to understand KPIs, investigate root causes for issues, and develop compelling solutions for customers
- Strong ability to articulate contractual, technical, and financial value points to customers, including executive leaders
- Outstanding communication and presentation skills with ability to develop trusted relationships with C-level executives
- Ability to work out of the North Hills office 4x a week in Raleigh, NC
Responsibilities
- Understand the key business goals of customers using Blend and the metrics used to track mutual success
- Regularly share success metrics with customer leadership and recommend features or changes in technology or business processes to improve metrics
- Help customers understand new features or release changes that present opportunities to improve operations or customer experience
- Recap other engagements with Blend (e.g., Support or ongoing deployments) to ensure customer executives understand value received and areas for mutual improvement
- Build trusted relationships with customers to drive success quickly
- Support the Blend account team to identify and open new growth opportunities at existing customers
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this role remote or does it require office work?
The role requires working out of the North Hills office in Raleigh, NC 4x a week.
What are the main responsibilities of the Customer Success Manager?
Key responsibilities include understanding customer business goals and metrics, sharing success metrics with customer leadership, recommending features or process changes to improve metrics, helping customers with new features, recapping engagements, building trusted relationships, and supporting the account team to identify growth opportunities.
What is the salary range for this Customer Success Manager position?
This information is not specified in the job description.
What is the company culture like at Blend?
Blend is a diverse team of problem solvers who believe that the world’s financial resources should be more accessible, focused on doing work that matters through their cloud banking platform.
What makes a strong candidate for this Customer Success Manager role?
Strong candidates can deeply understand customer business metrics like conversion rates in lending funnels, recommend platform features and optimizations, build trusted relationships, and collaborate closely with Account Executives and Solutions Engineers.
Blend
Streamlines lending process for financial institutions
About Blend
Blend simplifies the lending process for financial institutions with its digital platform, allowing them to process over $3 billion in loans daily. The platform includes automated verifications, instant pre-approvals, and seamless electronic closings, which enhance efficiency and reduce costs. Blend stands out from competitors with its modular architecture and no-code configuration tools, enabling quick adaptation to market changes and personalized customer experiences. The company's goal is to improve loan processing efficiency and customer acquisition for its clients.
San Francisco, CaliforniaHeadquarters
2012Year Founded
$646.9MTotal Funding
IPOCompany Stage
Fintech, Financial ServicesIndustries
501-1,000Employees
Benefits
Meaningful equity and a 401(k) plan
Comprehensive health benefits
Wellness benefits covering a variety of wellness activities, gym memberships, fitness classes and more
16 weeks of paid parental leave
Generous vacation policy
Work from home office set up stipend and internet stipend during COVID-19
Risks
Increased competition from emerging fintechs could erode Blend's market share.
Recent stock price decline may indicate investor concerns about Blend's future.
Volatility in the FinTech IPO Index suggests potential market instability for Blend.
Differentiation
Blend's platform processes over $4 billion in loans daily, showcasing its scalability.
The company offers a modular architecture, allowing quick adaptation to market changes.
Blend's partnerships with major banks enhance its credibility and market reach.
Upsides
Growing demand for digital lending boosts Blend's market potential.
Partnerships with fintechs like Astra enhance Blend's service offerings.
Automated workflows reduce costs and improve efficiency for financial institutions.
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