About Applied Business Software, Inc., Applied Business Software, Inc., (ABS), the maker of The Mortgage Office , is the industry leader in private lending and loan management technology. Since 1978, our software has powered thousands of lenders, including private money firms, municipalities, CDFIs, Tribal Nations, universities, franchisors, third-party servicers and other non-bank lenders, helping them streamline, automate, and scale their lending operations with confidence.
About the role We're seeking an experienced operational leader to drive customer success through two critical functions: leading our established onboarding team and building out our emerging professional services practice. This role is pivotal as TMO scales our lending technology platform and expands our service offerings to deliver deeper value to financial institutions.
You'll own the complete customer journey from implementation through ongoing optimization, ensuring clients successfully adopt our platform while identifying opportunities for expanded services engagement. This is a unique opportunity to shape a new revenue stream while elevating an existing function that's core to our customer experience.
What you'll doOnboarding Leadership- Lead and develop the current onboarding team, establishing clear processes, quality standards, and success metrics
- Design and refine implementation methodologies that reduce time-to-value for new customers
- Create scalable onboarding frameworks that accommodate our growing customer base without proportional resource increases
- Collaborate with Sales Engineering during handoff to ensure seamless customer transitions
- Develop training materials, documentation, and customer enablement resources
- Monitor implementation timelines, identify bottlenecks, and drive continuous improvement
- Serve as escalation point for complex technical implementations or customer concerns
Professional Services Development- Build and launch TMO's professional services practice from the ground up
- Define service offerings, packaging, and pricing models that complement our core platform
- Identify opportunities for custom configuration, integrations, data migration, and optimization services
- Develop statements of work, project scoping processes, and delivery methodologies
- Create forecasting models and capacity planning for services demand
- Establish quality assurance processes and customer satisfaction metrics
- Partner with Product and Engineering to identify common customization patterns that inform product roadmap
Cross-Functional Collaboration- Work closely with Sales Engineering to identify professional services opportunities during the sales cycle
- Coordinate with Support team to triage issues that may require deeper services engagement
- Provide feedback to Product and Engineering on customer pain points, feature requests, and implementation challenges
- Partner with Finance on services revenue recognition, resource allocation, and profitability analysis
- Contribute to strategic planning around team scaling, technology investments, and service expansion
Qualifications- 5+ years experience in customer success, implementation, or professional services roles
- 2+ years managing technical teams in a B2B SaaS or financial technology environment
- Proven track record building or scaling services organizations from early stages
- Strong project management skills with experience handling multiple complex implementations simultaneously
- Technical fluency to understand software architecture, APIs, integrations, and database concepts
- Experience creating services packaging, scoping engagements, and managing to delivery margins
- Excellent communication skills with ability to translate technical concepts for business audiences
- Data-driven approach to measuring success and identifying improvement opportunities
Nice to Have- Experience in lending technology, mortgage software, or financial services platforms
- Background in both customer-facing implementation and billable professional services
- Understanding of financial institution compliance and regulatory requirements
- Track record of developing team members and building high-performing cultures
- Consulting or systems integration background
Why Join Us?- Comprehensive health, dental, and vision coverage.
- 401(k) with company funded match.
- Mission-driven company with a 45+ year legacy and industry-leading products trusted by thousands of lenders.
- Collaborative, supportive team known for long tenure, deep expertise, and a culture built on trust and integrity.
- Help modernize and evolve the leading platform in private lending technology.
- Beautiful Huntington Beach or San Mateo office with a tight-knit culture.
- Competitive compensation and room for professional growth.
- Performance-based bonuses.
- Generous PTO.
- Modern workspace with on-site amenities.
- Awesome company Christmas party.
The pay range for this role is:
100,000 - 120,000 USD per year (Huntington Beach, CA (HQ))
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