Technical Customer Success Manager (strategic account)

Remote /
GTM – Customer Success /
Blend helps lenders maximize their digital agility. Our digital lending platform is used by Wells Fargo, U.S. Bank, and other leading financial institutions to increase customer acquisition, improve productivity, and accelerate the delivery of any banking product across every channel. We process more than $3.5 billion in mortgages and consumer loans daily, helping millions of consumers get into homes and gain access to the capital they need to lead better lives.

The Technical CSM is a client facing role focused on unlocking significant value for our customers and prospects through transforming the technology that powers their lending processes. A Technical CSM works with customer account leadership in two core activities 1) drive and measure customer value of complex solutions 2) manage the quality of technical implementation. This role will require a deep knowledge of enterprise-level software implementations as well as data analytics. You will be responsible for the technical quality and health of the customer solution. You will work with your account leadership as well as a cross functional set of internal stakeholders (Product, Deployment, Support, Marketing) to ensure the highest quality of solution, drive and measure value for Blend and the client, and build champions of the Blend offering.

How you'll contribute:

    • Be the client-facing point of contact for items regarding technical quality, maintenance, security, updates and resiliency
    • Build, grow and manage ongoing relationships with client support, resiliency and technology teams 
    • Manage multiple complex work streams and interface with internal technical teams to complete requirements
    • Create and maintain technical documentation
    • Identify areas for improvement and opportunities for efficiency across the solution and maintain those in a backlog for execution
    • Define, develop, track and synthesize key business and technology metrics
    • Participate in account strategy, marketing and selling opportunities along with other account leadership

Who you are:

    • 5+ years relevant experience with full lifecycle package software implementations (SaaS preferred)
    • Experience leading and managing a complex, tightly integrated enterprise-level technical implementation
    • Experience and comfortability interfacing with client technology and security leadership (CISO, Tech Lead, Technical Architect, etc.)
    • Demonstrated strong analytical mind and have experience defining, developing and tracking key metrics (strong preference for SQL proficiency)
    • Ability to propose creative technical solutions to challenging problems and communicate technical concepts and specifications clearly and efficiently
    • Strong personal initiative and drive to execute with minimal oversight
    • Experience working in a complex customer environment managing various complex work-streams and customer personalities
    • Willingness and ability to travel up to 50% when necessary

Benefits and Perks:

    • Meaningful equity and a 401(k) plan
    • Comprehensive health benefits
    • Wellness benefits covering a variety of wellness activities, gym memberships, fitness classes and more
    • Daily meal stipend for non-regularly remote employees during COVID-19 (and lunch, dinner, snacks, and Pizza Fridays provided in offices outside of COVID-19)
    • Weekly mindfulness meditation class
    • Paid Developmental Opportunities (courses, workshops, etc)
    • Weekly remote company all-hands 
    • 4 months of paid parental or personal leave
    • Flexible work schedule, with open vacation policy and companywide mental health days during COVID-19
    • Work from home office set up stipend and internet stipend during COVID-19
Blend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law, including the San Francisco Fair Chance Ordinance.
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