Apply on Employer Site

ARIVE · 2 weeks ago

Head of Customer Success & Support

San Ramon, CA

Full-time

Hybrid

Director/Executive

$200K/yr - $300K/yr

10+ years exp

ARIVE is a fintech company transforming digital mortgage originations with its Wholesale Originations Marketplace. They are seeking a Head of Customer Success & Support to lead and enhance their customer organization, focusing on Production Support, Customer Onboarding, and Customer Success while leveraging technology to improve operational efficiency and customer satisfaction.

MortgagePoint of SaleSmall and Medium BusinessesSoftware

Responsibilities

Lead and scale a distributed, remote organization spanning Production Support, Implementation/Onboarding, and Enterprise Relationships

Standardize and uplevel service standards so outcomes are consistent and fast, define clear career growth paths, and foster a culture of innovation, customer obsession, and continuous improvement

Set expectations and accountability for leaders and ICs while developing a strong talent pipeline for the next phase of growth

Refine the end-to-end journey from onboarding through ongoing support and engagement

Tighten service expectations, speed time-to-value, and strengthen training and education for lender field teams and loan officers

Add dedicated enterprise coverage and a more proactive support model where needed so we anticipate needs, prevent issues, drive adoption, and reduce churn—while steadily improving customer satisfaction (CSAT/NPS) and lowering time to resolution (MTTR)

Leverage AI and automation to streamline internal workflows and improve customer experiences - speeding answers, scaling onboarding, reducing handle time, and scaling efficiently

Partner with Product and Engineering to roll out changes smoothly and keep enablement and knowledge up to date

Instrument the end-to-end customer journey with robust telemetry and turn metrics into action on retention risks, adoption gaps, expansion opportunities, and operational efficiency

Brief the CEO regularly, collaborate with Sales on expansion strategies, and pass qualified opportunities sourced from customer operations

Own the customer-ops tooling stack and budget across service desk, CRM, knowledge/LMS, analytics, and CS platforms

Qualification

Customer Operations LeadershipMortgage Industry ExperienceB2B SaaS ExpertiseAIAutomationCRM ProficiencyExecutive CommunicationData-Driven Decision MakingHigh IntegrityBuilder's Mindset

Required

10+ years relevant experience, with recent focus leading customer-facing operations in B2B SaaS, multi-team leadership; ability to inspire, coach, and drive accountability

Bachelors degree or equivalent required

5+ years in the mortgage industry with a deep understanding of the loan origination process

Strong familiarity with the mortgage tech stack - LOS (e.g. Encompass, Calyx Point, Blue Sage, Lender Portals) and common integrations

A track record of measurable improvements (e.g., shorter time-to-value, lower response/resolution times, higher CSAT/NPS, stronger retention/expansion)

Fluency with CRMs (HubSpot preferred) and the customer-ops tech stack (service desk, knowledge/LMS, analytics) plus modern work-management and collaboration tools

Data-driven operator who sets targets, reads the signals, and turns insights into action - not just dashboards

Practical AI/automation experience in customer operations with quantified outcomes (higher first-contact resolution, faster onboarding, lower handle time)

Executive-level communication with customers C-suite and internal leadership; active and engaged on social media

High integrity and a builder's mindset with commitment to building successful company and customer relationships

Ability to travel up to 20% (corporate office visits, industry conventions, client meetings)