Company Overview: 

LauraMac is a leading provider of innovative technology solutions for the mortgage industry. We specialize in developing cutting-edge software and platforms that streamline mortgage processes, enhance efficiency, and improve overall customer experience. Our mission is to empower mortgage professionals with the tools they need to thrive in today's rapidly evolving digital landscape. 

Position Overview: 

We are seeking a dynamic and solution-oriented Client Success Manager (CSM) to support our Loan Acquisition System (LAS) platform, ensuring an exceptional client experience while driving creative, efficient, and scalable solutions. The CSM serves as a champion for the client, acting as their primary point of contact and trusted partner to ensure their business needs are met through the LAS platform. This role is central to fostering strong relationships with clients, understanding their operational goals, and ensuring they derive maximum value from our technology. 

Drawing on deep experience in mortgage operations, particularly in correspondent and wholesale acquisitions as well as secondary marketing loan sales, the CSM will help clients optimize their platform use and streamline processes. A significant portion of their time will be spent triaging client challenges and problem-solving to identify efficient and creative solutions using existing platform functionality where possible, while partnering with the Product team to recommend enhancements where new functionality is needed. 

The CSM serves as a key liaison between clients, business analysts, and technical teams to ensure seamless communication, timely issue resolution, and a strong feedback loop that informs ongoing platform improvement. They will analyze client feedback, identify emerging needs, and proactively align technology capabilities with client business objectives. 

A successful candidate will be an out-of-the-box thinker with a strong background in post-closing operations, correspondent lending, secondary marketing, or mortgage capital markets, and experience managing a variety of loan sales and acquisitions, including agency, jumbo, non-QM, HELOC, HFA, and other secondary market programs. 

This position reports to the VP, General Manager of Loan Acquisition. Full-time, exempt. 

Key Responsibilities: 

The ideal candidate will be a proven leader with in-depth industry experience and a true passion for the mortgage industry and technology. You must have exceptional interpersonal skills, a strong work ethic, and a proactive approach to problem solving.  

The candidate will be responsible for: 

  1. Developing and maintaining strong relationships with clients by actively listening to their needs, resolving concerns, and hosting regular meetings with key client stakeholders to fosters collaborative communication and feedback. 
  1. Assist the client implementation team with the onboarding process of new clients, ensuring a smooth transition and comprehensive client training on our technology solutions. 
  1. Serve as the primary liaison between clients, business analysts, and technical teams and support product development efforts through development of detailed product specifications. 
  1. Advocate for clients by driving innovative, scalable solutions that enhance their experience within the Loan Acquisition System. 
  1. Proactively engage with clients to drive adoption of our technology platforms and features, providing guidance on best practices and strategies for maximizing value. 
  1. Conduct periodic business reviews with clients and internal leadership, providing insights into system usage, relationship health, and growth opportunities. 
  1. Identify opportunities for contract renewals, upsells, and cross-sells, collaborating with sales and account management teams to drive revenue growth. 
  1. Keep clients informed of product updates, industry trends, and best practices through regular communication channels, including webinars, newsletters, and training sessions. 
  1. Monitor key performance metrics related to client engagement, satisfaction, and usage, providing regular reports and insights to internal stakeholders.  Conduct periodic reviews of the relationship with the client and the LauraMac line of business leadership. 
  1. Support product development efforts by providing user acceptance testing and feedback. 

 

Qualifications: 

  • Bachelor's degree in business, marketing, finance, related field, or equivalent experience. 
  • 3+ years of experience in client success, account management, or related roles, preferably within the mortgage or financial services industry. 
  • Strong understanding of mortgage technology solutions. 
  • Excellent communication, interpersonal, and presentation skills. 
  • Proven track record of building and maintaining relationships. 
  • Strong project and time management skills. 
  • Ability to thrive in a fast-paced, entrepreneurial environment. 
  • Results-driven mindset with a focus on exceeding client expectations and driving business outcomes. 
  • Mortgage experience with subject matter expertise preferred in: 
  • Secondary Marketing Loan Acquisitions 
  • Mortgage Capital Markets 
  • Post-Closing Operations/Correspondent Operations 
  • Regulatory compliance testing (TRID and Pre-TRID) 
  • Document recognition and data extraction 
  • Data Integrity and Reporting 

 

**Notice of AI-Assisted Resume Screening**
This employer may use artificial intelligence and algorithmic tools to review resumes and support initial applicant assessments. While these tools enhance efficiency, they are monitored by our team to promote fair and unbiased decision-making—and we uphold all applicable federal and state anti‑discrimination laws (including Title VII and the ADA).
Where required by law, we provide this notice in accordance with applicable regulations.

If you prefer not to have your application evaluated using AI, you may request an alternative review process in writing by contacting hr.optout@lauramac.com.  We will make reasonable efforts to accommodate such requests in accordance with applicable laws.  Note, if you submit your application through an automated portal or process, we cannot guarantee AI will not be used as part of the process.

 

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