Senior Enterprise Customer Success Manager

| Greater Denver Area

Who are we?

Maxwell is on a mission to make mortgages human. We are revolutionizing the $8.5T residential mortgage market by reimagining how lending teams work together with borrowers to buy a home. Based in beautiful Denver, Colorado, Maxwell is a VC-funded, Techstars-backed company that empowers loan officers by intelligently automating their workflow so the focus isn’t the paperwork, it’s the people.

And we believe that doing well also means doing good: a portion of all of Maxwell’s revenues is dedicated to building homes for those who need them most in Haiti and El Salvador. We’ll do whatever it takes, wearing multiple hats every day, to make each other and our customers a success, and to make the world a better place. Come join us as we build a new way to finance a home!

What we’re looking for

At Maxwell, our customers are the center of our work - that’s why we call them partners. We’re hiring a Senior Enterprise Customer Success Manager as we grow our Customer Success team in Denver, CO. Reporting to the Head of Customer Success, you’ll be managing our key accounts, as well as providing coaching and eventually leadership to the team of Customer Success Managers at Maxwell. As the Enterprise CSM you will build outstanding relationships to drive product adoption and ensure our key accounts get the highest return on their investment from Maxwell, advocating on their behalf and ensuring continued satisfaction in our solutions. Success in this role means happier customers, account retention, and expansion of Maxwell’s partnership with them, as well as growing your own extensive industry knowledge and network of contacts.

This is a great opportunity for an experienced CSM to stretch their management skills, as this role will ideally move into a team lead position.

Job responsibilities

  • Oversee key account onboarding and implementation, with strict attention to detail and the ability to provide world-class service

  • Develop a trusted advisor relationship, working with partners to understand business needs and challenges, align together on goals, and expand Maxwell relationships within the partner organization, creating strategies to achieve these goals

  • Manage a regular cadence of reporting internally and with the partner to ensure implementations and other timelines stay on track; and executing regular business reviews that advance the account engagement plan

  • Identify power users, potential pitfalls, and utilization trends to provide feedback and advice on the best way to use Maxwell within an organization, ensuring the whole team at the partner engages in the full benefit of Maxwell

  • Lead training sessions in a variety of contexts with partner staff, articulating the industry context and educating them on day-to-day usage of the platform

  • Become a product subject matter expert and empower partners to extract full value through interactions with you and usage of our partner resources, monitoring adoption and usage trends to provide recommendations on their Maxwell usage

  • Maintain and update key account records in Salesforce (our CRM)

  • Work with the Head of Customer Success to build a world-class customer success organization

  • Exemplify Maxwell’s values (Transparency, Dream Big & Execute, Deliver Delight, Embody Empathy, Embrace Each Others’ Success)

  • Up to 30% travel

Who you are

We don’t expect people joining our Customer Success team to know everything about mortgages. Passionate, empathetic people willing to learn quickly can be taught, and we’re excited to help you learn and grow!

However, for you to best succeed in this role, it’ll help if you have:

  • Minimum of 5 years customer success or account management experience

  • Knowledge of enterprise cloud software, especially in consulting and implementation of IT and/or SaaS cloud systems

  • Experience managing and influencing senior executives and stakeholders at all levels of an organization

  • Empathetic approach to customer service

  • Outstanding written and verbal communication skills, including issue tracking, triaging, crisis and change management, with keen attention to detail

  • Solutions-focused mindset, helping nature, and a passion for the customer

  • Flexible, high energy, fast learning mentality with the excitement for taking the initiative and presenting new ideas that will benefit both the Maxwell team and our customers

  • Teamwork skills are must, with the ability to collaborate in a transparent environment and proven time management skills

  • Bonus: mortgage or financial services background or experience

Why work for Maxwell?

Come be a key part of an agile team of thinkers and doers collaborating to change a multi-trillion dollar industry. We offer meaningful equity at an early stage company, a competitive salary, top-tier medical, dental and vision insurance, and flexible work hours and vacation time. Here are our awesome benefits in black and white:

  • Meaningful equity as an early employee at Maxwell, we want you to be an owner that makes decisions and GSDs like one as we build the future together

  • Top-tier insurance plans to select from along with a Flexible Spending Account where you can set aside pre-tax money for out-of-pocket medical expenses.

  • Parking and public transport allowance to get you to the office in your own way whether you want to park or take the RTD (up to $100/month reimbursed)

  • 100% of costs paid for your hardware/software you need to do your job

  • At least three weeks of vacation time plus all 10 days of major holidays

  • Up to two days off to volunteer each year at the charity of your choice

  • An “Even Merrier Christmas” when we shut down the office between Christmas and New Year so you can enjoy your family and friends.

  • A powder ski day for that one day when you’ve just got to hit the slopes with no lift lines (Three rules: you’re not disrupting anyone on the team by doing it, you make up the work day within 14 days, and this is an experiment based on trust)

Please keep applications brief; we want succinct resumes with relevant experience. Be prepared to demonstrate your skills. Short but super-personalized cover letters are encouraged.

Principals only, please. We aren't using contingency staffing agencies at the moment. Maxwell is not responsible for any fees related to unsolicited resumes.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • WordpressCMS
    • SalesforceCRM
    • PardotLead Gen

Location

Steps from 16th Street, our neighborhood is thriving with restaurants and coffee shops. Plus, just steps from Union Station, RTD rail and bus lines.

An Insider's view of Maxwell

What’s the vibe like in the office?

We have an amazing team that really works hard & cares not only about getting their job done but about going above and beyond. Everybody is eager to learn: about our product, our customers, how the industry operates, & about each other. We have created a culture where there are no stupid questions & always someone around to answer those questions.

Ellie

Customer Success Manager

How do you collaborate with other teams in the company?

The company culture requires high levels of personal responsibility and accountability, but with lots of freedom to be creative and accommodate personal work habits. Everyone is accessible and willing to help each other.

Jason

Business Ops & Finance Manager

How does the company support your career growth?

Maxwell respects each employees personal life, cares about their success, and wants them to succeed both professionally and personally. They value us enough to take the time to disconnect and listen to every single person's opinion.

Alan

Head of Growth

What unique initiatives do you have that encourage innovation?

Every quarter each team makes a Big Bet. The bar is high: a big investment that could fail, but if successful would be a step-function change for Maxwell. We all know we're here to innovate and own the future. So we celebrate failures along with wins. If we're not failing, we're not learning, and we're probably not winning either.

John

Co-Founder & CEO

What's something quirky about your company?

We have a floating "Powder Ski Day" that we can use whenever we want. Got to love the company-wide appreciation for fresh powder :p

Chelsea

Content Manager

What are Maxwell Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
If you select a high-deductible plan with Health Savings Account, in addition to your contributions, you will also receive an annual $500 employer contribution to your HSA from Maxwell.
Disability Insurance
Dental Benefits
Maxwell offers employees multiple choices for dental/vision insurance through Aetna. Maxwell also subsidizes the cost of this insurance for employees and their spouses and/or dependents
Vision Benefits
Maxwell offers employees multiple choices for dental/vision insurance through Aetna. Maxwell also subsidizes the cost of this insurance for employees and their spouses and/or dependents
Health Insurance Benefits
Employees currently have a choice of four healthcare plans offered by Aetna
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
Company Equity
We believe that every employee should not only be a part of building something great but be given a chance to have ownership in Maxwell. The value of shared success is very high here.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Employees get over 35 paid days out of the office each year, including paid holidays, An Even Merrier Christmas (from Christmas to NYE off), Volunteer Days, a Ski Powder Day, and personal time off.
Paid Volunteer Time
Every year, you get two paid volunteer days, in addition to PTO, to volunteer at the charity of your choice.
Sabbatical
Every five years, based on your employment anniversary date, you are entitled to enjoy a one-month sabbatical, fully paid, to see the world or to change it, maybe even some of both!
Paid Holidays
Maxwell observes the following 10 paid holidays, plus one floating holiday for your birthday, a religious holiday that’s important to you, or anything else.
Paid Sick Days
On top of paid holidays and company days off, we provide 15 days per year of PTO. This can be used to be away from the office for vacation, sickness, or personal requirements.
Perks & Discounts
Casual Dress
Commuter Benefits
Maxwell offers all full-time employees based in Denver a $100 stipend for monthly parking or commuting expenses, including RTD and Uber.
Company Outings
We work hard and we like to have a good time together. Any given week there may be a Happy Hour, a team hike, a team ski day, etc.
Game Room
Bowlers of all skill levels are welcome in our bowling alley!
Stocked Kitchen
Pooled snack budget around the office for those who want to participate. Throw a few dollars in a hat and we stock up on a few munchies from Costco.
Some Meals Provided
Bagel Fridays for those who are in Denver to enjoy good food and good company!
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Diversity Program
Built in Colorado recently spotlighted Maxwell for our diversity initiative. Our company-wide goal is that at least 50 percent of candidates who make it to interviews are from under-represented groups
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