Customer Success Manager (Mortgage / Performance Marketing)

Company Description

Lead Prediction is a borrower acquisition platform built for independent U.S. mortgage brokers. We run broker-branded Meta ads, pre-qualify borrowers through instant qualification forms, and book qualified appointments straight onto loan officers’ calendars. Every lead is exclusive to the broker’s firm. Leads are never shared, recycled or resold. We run the whole system for our clients: ad creative, qualification workflows, automated SMS and email follow-up, live transfers, and a custom CRM that each client owns outright. We’re a tech-first team that builds with automation and AI. The goal is a predictable pipeline of borrowers who are ready to act. Role Description The Customer Success Manager is a full-time, remote role. You’ll own the relationship with every mortgage broker client from the day they sign. You’re their main point of contact, and you make sure they understand the system, trust the process and get results. What you’ll do: Run onboarding calls to gather what we need for the client’s campaigns: target states, loan products, offers, calendar and CRM access. Run pre-launch calls to walk clients through their campaign, ad creative, qualification flow and CRM before going live, and set clear expectations on lead volume, cost per lead, speed-to-lead and ramp-up time. Handle day-to-day communication with clients in Slack: answering questions, sharing updates and keeping response times fast. Monitor campaign and pipeline performance (cost per lead, booking rate, show rate, contact rate) and spot problems before the client does. Work with our media buyers, creative team and automation team to fix issues and roll out improvements. Coach loan officers on how to work the leads: speed-to-lead, follow-up, and using the CRM and dialer properly. Run regular performance check-ins, handle difficult conversations calmly, and drive retention, renewals and upsells. Help improve our internal SOPs, dashboards and client success processes as we scale. Qualifications 2+ years in customer success, account management or client services, ideally at a marketing agency, SaaS or lead generation company. Hands-on understanding of Meta ads: campaigns, ad sets, creative testing, lead forms, and metrics like CPL, CTR and CPM. A solid understanding of how lead generation works from end to end: ad, opt-in, qualification, speed-to-lead, appointment, show, close. You should be able to explain to a client why lead quality and follow-up matter as much as lead volume. Very comfortable with technology. You pick up new platforms quickly and are at home in CRMs, dialers, SMS and email automation, Slack, Google Workspace and AI tools. Comfortable with data. You can read performance numbers, spot trends and turn them into clear recommendations. Excellent written and verbal communication. You can manage expectations, deliver bad news well and explain technical ideas simply. Highly organised, able to manage multiple accounts at once without things slipping. Proactive, calm under pressure, and you take ownership of client outcomes. Mortgage, lending or financial services experience is strongly preferred, especially knowing how loan officers and brokerages operate and what DSCR, purchase and refinance products are. Available during U.S. business hours.