Strategic Customer Success Manager

<div class="content-intro"><p>Blend is a diverse team of problem solvers who believe that the world’s financial resources should be more accessible. Our cloud banking platform is used by Wells Fargo, U.S. Bank, and over 330 other financial services firms to acquire more customers, increase productivity, and deliver end-to-end digital experiences. Our software enables our customers to process an average of more than $5 billion in loans per day, making it possible for consumers to reach their financial goals faster and lead better lives. Come do work that matters.</p> <p> </p></div><div> <h2><strong>About the role</strong></h2> <p>Blend is building Intelligent Origination: AI agents, like Blend Autopilot, embedded directly in how banks, credit unions, and mortgage lenders originate loans. Our customers aren't just buying software. They're changing how their lending teams work. As a Strategic Customer Success Manager, you make sure that change pays off for a portfolio of our largest and most complex customers across mortgage, home equity, and consumer lending.</p> <p>You're part of the account team with Account Executives, Solutions Engineers, Professional Services, and Support. The AE owns the commercial relationship, including renewals and expansion. You own value realization, adoption, and customer health. You turn platform data into benchmarked recommendations and surface the insights that make growth conversations easy.</p> <h2><strong>What you'll do</strong></h2> <ul> <li><strong>Define and deliver value.</strong> Align with each customer on their strategic priorities and the KPIs that measure success, such as application-to-close conversion, digital verification rates, pull-through, and days to fund. Maintain a joint account plan with owners, dates, and commitments on both sides.</li> <li><strong>Lead business reviews that change decisions.</strong> With the AE, show customer leadership how they perform against peer-cohort benchmarks and give them a prescriptive roadmap built on Blend data. Track every action item to close.</li> <li><strong>Drive adoption.</strong> Design each customer's training and enablement plan from implementation onward, and coordinate delivery with Support, Solutions Engineers, and other Blend teams. Get customers using the features they already pay for, and explain what each new release means for their operations and borrowers.</li> <li><strong>Guide customers into Intelligent Origination.</strong> Help customers pilot, adopt, and measure AI agents like Blend Autopilot. Lead their teams through the change of working alongside AI, and bring the results back to Product.</li> <li><strong>Protect the account.</strong> Monitor health and sentiment, flag risk early, and lead recovery plans.</li> <li><strong>Be the customer's voice inside Blend.</strong> Coordinate Support, Professional Services, Product, and other teams so the customer gets one answer from Blend, and escalate when needed.</li> <li><strong>Fuel growth.</strong> Surface whitespace and new use cases to the AE, backed by data and strong relationships.</li> </ul> <h2><strong>Who you are</strong></h2> <ul> <li>8+ years in customer-facing roles at a B2B SaaS company, a consulting firm, or a lending institution (bank, credit union, or mortgage lender). Enterprise customer success experience is strongly preferred.</li> <li>Deep knowledge of lending operations from application to close. Mortgage and home equity experience is a plus.</li> <li>Comfortable with metrics. You can walk a customer through their performance data and use it to start a conversation about what to improve.</li> <li