Customer Success Manager (Technical Project Manager)

Better is reimagining home finance and making it faster, cheaper, and easier for everyone to become a homeowner. We leverage creative technology and innovation to make the home buying journey more approachable and understandable and home finance more affordable and accessible. Here are some interesting facts to help you get to know Better:

- We’ve funded over $100 billion in loans for our customers, more than any other fintech

- Yahoo! Finance - Best Mortgage Lender for First Time Homebuyers of January 2025: Best lender for quick approval

- Yahoo! Finance - Best Mortgage Lenders of 2025: Best online mortgage lender 

- Fintech Breakthrough Award: Best Lending Innovation Award 

- Money Magazine - 8 Best Mortgage Lenders of 2025: Best for fast closing

- We are Forbes’ Best Online Mortgage Lender for 2023

- We have raised over $1.2 billion in equity capital to transform the mortgage industry, the largest financial asset class in the world

We are a place where smart, hungry, ambitious people who want to recognize their full potential thrive. 

A Better Opportunity

Better is on a mission to transform the $15 trillion mortgage industry. As a pioneer in digital mortgage innovation, we're entering a bold new phase: offering our proprietary technology as a SaaS platform to external clients.

We’re hiring a Customer Success Manager (Tinman AI Platform) to support our early SaaS customers—lenders adopting Tinman as their modern loan infrastructure. You will serve as the strategic partner to clients throughout onboarding, implementation, and beyond, ensuring they see long-term success and growth with our platform.

This is more than a support role—it’s a foundational leadership opportunity within a high-growth initiative. As one of the first CSMs on the Tinman platform team, you’ll play a critical role in shaping how we deliver, support, and grow our SaaS business. Your work will directly influence our implementation model, customer experience, and future org design.

• Customer Onboarding & Implementation – Lead end-to-end onboarding for new enterprise clients. Partner with Product and Engineering to launch Tinman within complex lender workflows.  Works closely with Compliance teams to ensure all parties are aligned. Ensures that marketing vision for all parties are aligned and marketing plans are executed.
• Strategic Account Ownership – Act as the day-to-day lead for a portfolio of high-value customers. Develop success plans, align with client goals, and proactively manage risks, escalations, and expansions into new loan products.
• Relationship Management – Build trusted advisor relationships with client stakeholders—from ops leaders to compliance teams to C-suite decision makers. Ensure they realize the value of Tinman AI Platform and grow with the platform.
• Internal Advocacy – Serve as the voice of the customer within Better and the SaaS organization. Translate frontline feedback into insights for Product and Engineering to improve the platform experience.
• Playbook Development – Codify what works. Contribute to the creation of implementation guides and success frameworks that will scale as Tinman grows.
• Cross-Functional Execution – Work closely with Sales, Biz Dev, Product, Engineering, Compliance, Marketing, Ops and Support to ensure seamless handoffs, aligned communication, and shared success metrics.
• Customer Retention & Expansion – Partner with clients to identify new use cases, expansion opportunities, and adoption gaps. 

• 4+ years in Customer Success, Technical Project Management[LP1] , Sales Engineer, or Implementation roles—ideally in B2B SaaS or fintech.
• Experience managing enterprise accounts with complex onboarding and integration needs.
• Exceptional project management skills; able to drive timelines and coordinate across internal and external teams.
• Strong communication skills (written and verbal), with experience engaging senior client stakeholders.
• Comfort with technical concepts
• Familiarity with lending or mortgage operations is a strong plus.
• Proven ability to synthesize customer needs into actionable insights for product and delivery teams.
• High ownership mindset—takes initiative and thrives in ambiguity.
• Based in Better’s NYC HQ with significant travel to client sites (up to 100% travel).

Company Benefits 

We are thrilled to offer all our full-time employees the following benefit offerings:

- Benefits eligibility effective DAY ONE 

- *$0 medical plan premium offering coverage nationwide paired with our Health Savings Account that includes an employer contribution (*Additional Medical, dental, vision plan options also all with nationwide coverage)

- Flexible PTO

- Immediate virtual mental health support by licensed therapists for our employees and their eligible dependents age 6 and up! First few visits at no cost to you!

- Personalized care for every fertility and family care journey for our employees and their partner!  

- Dependent care benefits (i.e. childcare and/or elder care costs) and commuter benefits both include a company match! 

- Discount programs and perks including pet Insurance!

In Office Perks include:

- Have Lunch on us! Daily lunch stipend for meals while in the office

- Monthly social events

- NYC HQ Oculus discounts

The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided.

Disclaimer  

Better Home & Finance Holding Company is an equal opportunity employer committed to fostering an inclusive and diverse environment for our employees. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status, or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. Better will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.