Customer Service Manager Csm H/F

Founded in 2017 and headquartered in Toronto, Mortgage Automator is the leading all-in-one cloud platform purpose-built for private and asset-based lenders. Powering over $66 billion in funded loans across North America, our SOC 2 Type II-certified software streamlines the entire lending lifecycle—from origination and servicing to investor management—enabling clients to reduce risk and operate with unmatched speed and compliance. The Manager of Customer Success is a pivotal position that will do more than manage a team. You will be instrumental in defining how we work with our customers. We are looking for a strategic leader to map out the customer journey, transforming our approach from reactive support to proactive partnership. You will build the frameworks that bridge the gap between our technology and our clients' success, ensuring we deliver value to everyone from early-stage lenders to enterprise-level financiers.
With a robust portfolio of over 400 customers across North America, our client base is as dynamic as the industry itself—ranging from agile, scaling organizations to massive lenders servicing hundreds of active loans every month. The Customer Success organization serves as the key connector between these clients and Mortgage Automator’s evolving business goals.
SaaS Leadership Experience: 4+ years of experience in Customer Success within a B2B SaaS environment, with at least 2 years in a leadership or team lead capacity.
Proven experience building CS structures from the ground up. You have created playbooks, defined lifecycle stages, and implemented processes to scale a team.
Commercial Acumen & Methodology: You are comfortable discussing money and growth. You have experience coaching teams on sales methodologies to drive value-based outcomes and are comfortable holding a team accountable to commercial targets (renewals and upsells).
Data-Oriented & Tech Savvy: You make decisions based on numbers. You are proficient in using CRM tools and AI products to analyze data and drive strategy.
Change Agent: Previous exposure to navigating go-to-market transformations. Experience in FinTech, Lending, or the Mortgage industry is a benefit, though not a strict requirement for the right operational leader.
Mortgage Automator focuses on providing a simple and transparent pay structure based on experience and job-related skills. This represents your total expected annual compensation at 100% goal attainment, combining your guaranteed annual base salary with performance-based variable incentives. Our commission structures are uncapped, offering additional earning potential for performance exceeding targets.

Comprehensive Time Off: Enjoy a competitive paid vacation package designed to ensure you have the space to unplug and recharge throughout the year.
Holistic Wellness Leave: We provide dedicated personal leave that supports your total well-being, whether you need time for physical recovery or a mental health break.
A flexible schedule that blends collaborative office time with the convenience of working from home.
Growth & Learning: We foster a culture of continuous learning with internal opportunities for professional development.