Customer Success Manager

At Homebot, we believe every team member plays a vital role in bringing our mission to life. We do this by keeping a clear focus on culture, engagement, and creating an environment where people are valued and can thrive.

Homebot is a Homeownership Platform for Lenders and Real Estate, Title & Insurance Agents that drives Client retention and Partner referrals. Homebot's "special sauce" is that it helps homeowners and homebuyers (aka: our customer's clients) to build wealth through homeownership. Our customers include Mortgage Lenders, Real Estate Agents, Banks, Credit Unions, Loan Servicers, Insurance agencies and Title Companies.

We are growing and need a(n) strategic and results-oriented Customer Success Manager to ensure our customers unlock value from the Homebot platform for strong retention, expanded usage, and long-term partnership success.

If this opportunity gets you pumped - perfect! Apply below and we look forward to speaking with you very soon!

This is a full-time position based in our Denver, CO office. This role will be expected to work in-office on Tuesday, Wednesday, and Thursday each week, with the option to work from home Mondays & Fridays.

Compensation Philosophy: Homebot is committed to offering competitive pay and benefits that reflect industry standards and individual expertise. Compensation is determined based on a variety of factors, including skills, qualifications, and professional experience. In addition to base salary and bonus, all full-time employees are eligible to receive Equity Appreciation Rights (Stock Units) as part of their total compensation package, providing an opportunity to share in Homebot's long-term growth and success. The number of units and vesting schedule are typically determined within the first 90 days of employment, based on role, level, and contribution.

Compensation: This role has an annual targeted base salary range of $85,000.00 - $105,000.00.

For additional details on our total benefits package, please review the "Why Homebot?" section at the end of this job description.

The impact you'll make by joining us:

Within 1 month you will:

• Be fully onboarded - comfortable with navigating Homebot's product and explaining it to customers
• Build trust and set expectations with our enterprise customers at all levels (from loan officers to execs)
• Communicate key metrics and product updates to key stakeholders of assigned accounts

• Be operationally independent with a full book of business
• Develop a strong understanding of Homebot's tech stack (Salesforce, Sigma/Tableau, etc.)
• Own customer training and enablement through live sessions, webinars, and ongoing education
• Act as the primary escalation point for your accounts, including adoption, compliance, and churn-related conversations

• Coordinate and present business reviews with key decision-makers and executive sponsors
• Proactively manage customer health, identifying risks and opportunities early
• Advocate for your customers internally while balancing business needs and priorities

• Retain and grow your book of business by building long-term, trusted customer relationships
• Mitigate churn risk and support renewal and expansion conversations
• Know your customers' health metrics inside and out and use data to guide strategy
• Contribute to scalable Customer Success processes and improvements

• Successfully renew multiple enterprise contracts by planning ahead and navigating complex conversations
• Maintain on-target ARR retention goals with clear documentation of renewals and any contraction
• Manage $2M+ in ARR
• Own at least one cross-functional initiative as the Customer Success stakeholder

• This role will report to the Director of Customer Success
• You will work closely with Customer Support, Sales, Product, and Implementation teams
• You will be part of a team of Customer Success Managers

• Experience & Expertise
  
  • 2+ years of experience managing customers in high-volume or enterprise environments
  • Proven success owning renewal conversations and driving retention
  • Experience working with professional corporate teams and executive stakeholders
  • Strong organizational and strategic thinking skills, including account planning
  • Ability to lead results-driven meetings such as QBRs and executive check-ins

• Communication:
  
  • Strong written and verbal communication skills
  • Ability to explain technical concepts to technical and non-technical audiences
  • Proactive communicator who keeps internal partners informed and aligned
  • Comfortable navigating challenging conversations with confidence and empathy
• Problem Solving:
  
  • Ability to analyze complex situations and identify practical solutions
  • Resourceful and collaborative when solving customer or process challenges
  • Data-driven decision maker who balances customer value with business impact

• You are an expert in Real Estate and/or Mortgage Lending and the different stakeholders involved with homeownership
• You have experience as a Customer Success Manager or Account Manager
• You have SaaS and/or start-up experience

• Humble, hard-working, and motivated who thrives in an empowered environment
• Collaborative, gritty, and resourceful - willing to help with any tasks from technical tickets to leading a virtual customer presentation!
• Confident, adaptable self-starter who thrives in a fast-paced environment

• Strong written and verbal communication skills; you know when to pick up the phone and call a customer, how to handle executive decisions, and work through difficult client scenarios with grace
• A friendly and positive attitude through chaos, change, and new company and product developments
• Patient, friendly, and direct when necessary
• Must be located in Denver, CO

• We are Humbly Hungry
• We are Courageously Authentic
• We Challenge Limiting Beliefs
• We Keep our Eye on the Ball, Hand in the Dirt
• We win, lose and grow as a team, together!

• Medical (Aetna) / Dental (Aetna) / Vision (VSP)
  
  • Homebot covers 99% for the employee and 70% for dependents For 2 PPO plans
• 401(k) match
  
  • Homebot matches 100% on the first 3% and an additional 50% on the next 2% (Homebotter contributes 5% and receives 4% from Homebot!)
• Pet insurance
• Legal insurance
• Flexible Vacation Policy - we believe in taking care of yourself & rewarding team members so we offer a flexible time off policy!
• 6 days of Sick/Mental Health time
• Paid Parental Leave - 12 Weeks!
• Access to Wellhub with employer discount (previously known as Gympass)
• Hybrid Working Model
• Budget for Home Office Setup
• Denver EcoPass for light rail and bus system
• Office location in RiNo neighborhood in Denver with complimentary parking
• Weekly lunch delivery service in-office on Thursdays
• Quarterly offsite events like Rockies games, holiday parties, etc.
• Free Employee Assistance Program & Mental Health Coaches
• Continuing Education / Tuition Reimbursement Program
• Annual Training Budget for Professional Development