Senior Enterprise Customer Success Manager at Maxwell

| Greater Denver Area
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WHO WE ARE

Maxwell is on a mission to revolutionize the $8.5T residential mortgage industry by reimagining how homebuyers, real estate agents, and loan officers work together to purchase a home. Buying a home is a cornerstone moment in life, but the steps towards homeownership aren’t exactly enjoyable. Mortgage borrowers rank the mortgage process up there with a painful trip to the dentist in terms of stress, and in 2019, the average mortgage loan takes a whopping 47 days to close. Our solution is a digital mortgage platform that empowers mortgage lenders with technology to intelligently automate their workflow so the focus isn’t the paperwork, it’s building those crucial relationships with their borrowers for an experience that’s personal and pleasant, rather than painful.

Founded in 2015 and based in beautiful Denver, Colorado, Maxwell is backed by leading venture capital firms and Techstars. Every day, Maxwell is used by hundreds of lenders across the U.S. to serve thousands of homebuyers. We work as a team and do whatever it takes to make each other and our customers successful. We also are proud to partner with New Story and dedicate a portion of our revenues to build homes for those who need them most in Haiti and El Salvador. Come join us as we build a new way to purchase a home!

WHO 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 “CSM” as we grow our Customer Success team in Denver. Reporting to the Head of Customer Success, you will be the primary relationship manager for our key accounts. You will drive product adoption and ensure our partners 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 and be an integral piece to a growing Customer Success team.

HOW YOU'LL CONTRIBUTE

  • 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 (Rigor, Extreme Ownership, Curiosity, Kindness, and Straight Up)

HOW YOU KNOW YOU'RE QUALIFIED

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, helping nature, and a passion for the customer
  • Outstanding written and verbal communication skills, including issue tracking, triaging, crisis and change management, with keen attention to detail
  • Results-oriented and solutions-focused mindset
  • Flexible, high energy, fast learning mentality with the excitement for taking 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
  • Ability to travel up to 30%
  • Bonus: mortgage or financial services background or experience

WHAT WE OFFER YOU

Come be part of an agile team of thinkers and doers who are driven, collaborative, and authentic. You get to play a key role in shaping our incredible company and culture. Here are our awesome benefits in black and white:

  • Meaningful equity as an early employee at Maxwell. We want you to participate and make decisions as an owner with our future in mind.
  • Top-tier insurance plans to select from along with a FSA and HSA where you can set aside pre-tax money for out-of-pocket medical expenses. For those with HDHP+HSA accounts, Maxwell makes a $500 annual contribution to your HSA.
  • Parking and public transportation allowance to get you to the office in your own way whether you want to park or take the RTD.
  • 3 weeks of vacation time plus sick days, all 10 major holidays, and 1 floating holiday for your birthday, religious holiday, or other special day of your choice.
  • Up to 3 days off each year to volunteer 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.
  • powder ski day for that one day when you’ve just got to hit the slopes with no lift lines.

OUR APPLICATION PROCESS

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
    • Twitter BootstrapLibraries
    • Ruby on RailsFrameworks
    • RobotFrameworks
    • MemcachedDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ZenhubManagement
    • GithubManagement
    • 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 are some things you learned at the company?

We have the chance to learn about all kinds of tech. On any given day, I might add features to our various Rails apps, update a .NET API layer to support some legacy software, or add to our component library using cutting-edge JS. Add a sprinkling of devops and some machine-learning experiments and the opportunities for growth are abundant!

Xavier

Senior Software Engineer

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

Culture
Volunteer in local community
Two PTO days to volunteer at a charity of your choice. Recruit other team members to join in too!
Partners with Nonprofits
We are partnered with New Story and dedicate a portion of our revenues to build homes for those who need them most in Haiti and El Salvador.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
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
Wellness Programs
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
We provide 16 weeks of parental leave for the primary caregiver and 4 weeks for the secondary caregiver. We also have a Return To Work Program to enable a smooth transition back to work.
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental 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
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
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
Lunch and learns
Hosted on occasion by employees or guests on a variety of topics
Cross functional training encouraged
Promote from within
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