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 a Customer Success Team Lead to build the operational foundation of our Customer Success organization. Reporting to the Senior Director of Account Management & Customer Success, you'll develop the playbooks, frameworks, and systems that drive customer retention and team effectiveness. This role combines strategic thinking with hands-on execution. You'll design how we deliver value to customers while building the infrastructure to make it scalable.
What you'll doStrategic Leadership & Team Coordination- Develop and implement CS team strategy, playbooks, and foundational frameworks
- Lead team coordination through regular meetings and process alignment
- Serve as the operational point person for CS processes and playbook execution
- Drive CS enablement-equipping the team with the tools, resources, and training to execute effectively
- Facilitate cross-functional alignment with Account Management, Onboarding, and Support teams
Playbook Development- Build comprehensive playbooks: onboarding, risk intervention, renewal management, escalation, QBRs
- Create segment-specific approaches for our diverse customer base (Private Lenders, CDFIs, Municipalities, Tribal Nations, etc.)
- Establish standardized processes for customer lifecycle milestones and touchpoints
- Define success metrics and KPIs for each playbook to measure effectiveness
- Create templates and documentation that enable consistent team execution
Customer Success Infrastructure- Lead evaluation and implementation of CS platform (Vitally, ChurnZero, Gainsight) integrated with HubSpot
- Design health scoring models and build automated alerts to surface at-risk accounts early
- Build product usage tracking to surface risk and opportunity signals
- Implement customer segmentation strategies to prioritize engagement and resources
- Establish data hygiene standards and processes for accurate customer records
- Develop dashboards for CS health, adoption trends, and retention metrics
Qualifications- Experience: 3-5 years in Customer Success or Revenue Operations (B2B SaaS required)
- Playbook Development: Proven track record building frameworks, playbooks, and scalable processes
- CS Platforms: Hands-on experience standing up and administering CS platforms (Vitally, Gainsight, ChurnZero, or similar), including data ingestion, health scoring, and reporting
- CRM Proficiency: Strong HubSpot or Salesforce experience (workflows, reporting, customer data management)
- Cross-Functional Collaboration: Experience partnering with Account Management, Onboarding, and Revenue teams to align on customer outcomes
- Analytical Mindset: Comfortable building dashboards, analyzing customer data, and translating insights into action
Nice to Have- SQL proficiency for custom reporting and data analysis
- Experience with BI tools (Power BI, Looker, Tableau)
- Experience with product analytics platforms (Pendo, Amplitude, Mixpanel)
- Background in financial services, lending, or regulated industries
- API and webhook integration experience
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.
Pay Range $115,000 - $120,000 USD base salary + performance bonus (up to $150,000 OTE)
Never miss an opportunity! Create an alert based on the job you applied for.
