Customer Success Manager at RETR
Headquarters: Remote
URL: https://retr.app/
About RETR
RETR is a mortgage market intelligence platform. Loan officers use us to find the real estate agents worth building relationships with, mortgage companies use us to recruit top producers, and lenders use us to decide who to lend their money through. More than 55% of the Top 100 mortgage lenders are customers.
We were founded in 2022, we are bootstrapped and profitable, and we have never taken outside money. We grew because loan officers told other loan officers about us. That word of mouth is the whole company in one sentence, and it is why customer outcomes are not a service function here. They are the growth engine.
We are fully remote and we operate on a few principles: lead with value, do the right thing, be generous without keeping score. We hire for honesty, integrity, fairness, accountability, and excellence, and we have very little appetite for process that does not earn its place.
The Role
This is one of the first Customer Success Managers at RETR, and you will own a book of our enterprise customers end to end: the relationships, the value they get, the renewal, and the growth.
Our enterprise customers are held today by the founders, sales, support, and enablement, and they are held well. This role exists because the book has outgrown what any of them can carry alongside their own jobs. You get a defined set of accounts and the time to go deep on them: exactly how each one is doing, what it needs next, and where it should be a year from now.
You will report to our VP of Customer Advocacy and work alongside the account executives who own new business and large expansions, and the trainers who run onboarding and group sessions.
What You Own
- A plan for every customer: A short written plan for every account in your book: why they bought, who the people are, what they are trying to accomplish, how they actually use the product, where the risk is, and what happens next. New accounts get one within 30 days. Plans get refreshed before every review and every renewal.
- The renewal: You own the path to renewal from the day the account joins your book, not from 30 days out. Risk gets named early, in writing, with a plan against it. Nothing should churn without someone having seen it coming.
- Expansion: Growth comes from value: new use cases, new features, new product lines, new teams and branches, and the seats that follow once people see what it is worth. You run the smaller expansions yourself and bring in an account executive on the larger ones. Part of your pay is tied to this, and it should feel like the natural result of doing the rest of the job well.
- Advocates: Healthy customers become references, case studies, testimonials, referrals, and beta participants. In an industry this relationship-driven, a customer willing to vouch for us is worth more than most marketing we could buy.
What This Role Is Not
- It is not reactive account management, and it is not a job you win by holding a set number of calls a week.
- It is not a support queue. We have a support team and they are good. You are not the escalation path for every ticket in your book.
- Because we are still building the Customer Advocacy function, you won't be stepping into a perfectly defined playbook. You'll help create it.
How We Work
RETR is intentionally lean. Automation before hiring, systems before managers, one to many before one to one. We do not want CSMs living in spreadsheets or doing repetitive admin. We want them thinking, and immersed/obsessed with our customers. We are fully remote and async first. We write things down. We measure what you deliver, and in this role that is the health of your book.
What Success Looks Like
A great CSM here can answer these about any account, at any moment, without opening a file:
- Why did this customer buy RETR?
- How are they using it today, and who actually uses it?
- Are they getting value, and how do we know?
- Who inside the organization cares, and who signs the renewal?
- Where could we create more value for them?
- What could cost us this renewal?
- What happens next, and when?
What We're Looking For
- 3+ years in customer success, account management, or another customer-facing SaaS role, owning a book with renewal or expansion targets.
- Genuine curiosity about how a customer's business makes money, and the ability to connect our product to the outcomes they care about.
- Comfort owning the commercial health of an account, not just the relationship.
- Ability to spot expansion that comes from real value, without turning every conversation into a pitch.
- Proactive problem-solving.
- Ability to move fast.
- Strong relationship-building skills.
- Proficiency in using data, AI, and automation to prioritize focus.
- Clear communication skills, from daily users to C-level executives.
- Experience building playbooks and comfort with ambiguity.
- Motivation by performance-based pay.
- Collaborative mindset when working with account executives, support, and enablement.
- Mortgage experience is a major plus. (Adjacent fintech, real estate, or proptech experience also counts).
Compensation and Benefits
- Base salary: $85,000
- On-target earnings (OTE): $115,000 (includes $30,000 of variable at 100% of target, paid quarterly).
- Potential: Variable can reach 150% of target for strong performance, putting total earnings around $130,000.
- Benefits:
- Medical premiums fully paid by RETR
- Employer-provided dental, vision, life, and short and long-term disability
- 401(k) with match: 100% of your first 1%, plus 50% of your next 5%
- 15 days PTO plus 13 paid holidays
- $100 weekly meal stipend and $100 monthly wellness stipend
- $250 quarterly swag credit
- Full home office setup
- Fully remote with company retreats twice a year
How to Apply
Email a resume to jobs@retr.app, with a few lines on one customer you kept, grew, or turned into an advocate, and what you actually did. Skip the cover letter.
Apply via We Work Remotely: https://weworkremotely.com/remote-jobs/retr-customer-success-manager