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Client Success Manager

Actively Reviewing the Applications

Better

India, Haryana, Gurugram Full-Time On-site INR 10–15 LPA

Posted 3 weeks ago • Apply by April 29, 2026

Job Description

Responsibilities and Duties:

Mortgage Advisor Lifecycle Support

For newly onboarded MAs, input all required data into the master spreadsheet and notify leadership when CSM assignment is needed
For terminated MAs, update termination dates, remove access from dashboards, and ensure records are fully reconciled

Loan & Investor Operations

Identify all brokered loans and confirm correct investor setup in TM
Gather first payment letters and distribute them to the appropriate CSMs and loan teams
Prepare, validate, and send transfer letters with accurate loan and servicer information

Client Servicing & Inbox Management

Monitor CSM email inboxes for recurring servicing inquiries (e.g., payment setup issues)
Respond on behalf of the CSM using previously sent documentation, reducing duplicate client outreach and improving response times
Escalate only non-standard or unresolved servicing issues to the appropriate CSM

Email Communications & Launch Support

Send client-facing and internal emails on behalf of CSMs, ensuring accuracy, consistency, and timeliness
Manage and distribute launch call emails for each team, including servicer-specific loan numbers
Operate directly within CSM email accounts so CSMs can remain client-facing and focused on live calls

Text Messaging Support

Send client text messages on behalf of CSMs using the Spoke phone system
Ensure correct Mortgage Advisor alignment, time-zone awareness, approved messaging templates, and brand-compliant formatting

Process Improvement & Future-State Readiness

Support ongoing process improvements and system enhancements, including transition of manual tasks as Gallus functionality is expanded
Identify repetitive inquiries or inefficiencies and flag opportunities for automation or documentation improvements

Qualifications and Skills:

Strong attention to detail, organizational and communication skills
Strong analytical, judgement and managerial skills
Excellent verbal and written communication
Demonstrated ability to adapt to a rapidly changing federal and state regulatory environment
Ability to prioritize and meet deadlines
Strong interpersonal and teamwork skills and ability to influence through collaboration
Self-motivated, with a high level of personal energy and commitment
Minimum requirement includes a high school diploma or equivalent; additional coursework in finance or a related field is advantageous

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.