Customer Success Manager

About the Role

Surge is an AI-first software and data company serving the wholesale mortgage lending space. We run Partner360, a partner relationship management platform with a ten-year production history and a six-year zero-outage record, built on proprietary mortgage-industry data that nobody else can assemble. We recently entered a new chapter under new ownership, and we are building the team that takes us through our next phase of growth.

We are hiring a Customer Success Manager to own our customer relationships end to end. This person wears two hats: customer success, keeping customers active, supported, and getting real value, and account management, owning renewals and finding expansion. Today this is one person doing both jobs, and doing them well is how we protect and grow the base.

What You Will Own

Relationship Health

• Be the primary point of contact for customers after go-live
• Stay ahead of customers proactively, not just when something breaks
• Run regular check-ins and quarterly business reviews that show the value delivered
• Watch customer health and act early on any sign of risk

Renewals and Expansion

• Own renewals and drive clean, on-time contract renewals
• Identify and pursue expansion and upsell opportunities within accounts
• Partner with sales and leadership on commercial conversations

Proactive Communication

• Get ahead of licensing and usage limits so customers are never surprised by a charge
• Communicate clearly about pricing, usage, and what to expect
• Be the customer's advocate inside Surge

Voice of the Customer

• Bring customer needs and patterns back to product and leadership
• Help build repeatable customer success and account management processes as we scale

What We Are Looking For

• 3+ years in customer success, account management, or a blended role in B2B SaaS
• A track record of retaining and growing customer relationships
• Comfortable owning both the relationship and the commercial conversation
• A strong communicator who builds trust quickly
• Organized and proactive, with excellent follow through
• Mortgage or fintech experience a plus, not required
• A real appetite for AI tools and modern customer workflows

Who You Are

• Genuinely energized by customers and their success
• Comfortable wearing both the success and the account management hat
• Proactive by nature, you reach out before you have to
• Calm and clear in hard conversations about money or risk
• Curious about the product and the customer's business

Compensation and Benefits

• Competitive compensation based on experience (including bonus, 401(k), etc.)
• Health, dental, and vision insurance
• Unlimited PTO

Work Location

Remote, United States.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, sexual orientation, national origin, or any other category protected by law.