Customer Success Manager

About RETR: RETR is a mortgage market intelligence platform used by loan officers, mortgage companies, and lenders. Founded in 2022, it is bootstrapped, profitable, and fully remote. The role: This is one of the first Customer Success Managers at RETR. You will own a book of enterprise customers end to end, managing relationships, value delivery, renewals, and growth. You will report to the VP of Customer Advocacy and collaborate with account executives and trainers. What you own: — A plan for every customer, updated regularly — Ownership of the renewal process from day one — Driving expansion through new use cases, features, and teams — Building advocates who provide references, testimonials, and referrals This role is proactive, not reactive account management or support. You will help create the Customer Advocacy playbook. How we work: RETR is lean, emphasizing automation and AI to reduce repetitive tasks. The work is fully remote and asynchronous, focusing on deep customer understanding and relationship building. What success looks like: You will know your accounts deeply, understand their usage and value, identify risks early, and drive retention and expansion. Requirements: — 3+ years in customer success, account management, or similar SaaS roles with renewal or expansion targets — Curiosity about customer business models and ability to connect product to outcomes — Ownership of commercial health of accounts — Ability to spot real value-driven expansion opportunities — Proactive problem identification and fast action — Strong communication skills across all levels — Comfort with building playbooks and working without a defined playbook — Motivation by variable pay tied to customer retention and growth — Ability to collaborate with sales, support, and enablement teams — Mortgage industry experience is a major plus but not required Compensation and benefits: — Base salary $85,000 — On-target earnings $115,000 including $30,000 variable paid quarterly — Variable pay can reach 150% of target (~$130,000 total) for strong performance — Benefits include fully paid medical premiums, dental, vision, life, disability insurance, 401(k) with match, PTO and holidays, meal and wellness stipends, swag credit, full home office setup — Fully remote with biannual company gatherings How to apply: Email a resume to jobs@retr.app with a brief description of a customer you retained, grew, or turned into an advocate and what you did. Skip the cover letter. Apply here: https://weworkremotely.com/remote-jobs/retr-customer-success-manager