Customer Success Manager

) Team: Client Success Type: Full-time, Individual Contributor Reports to: Director - Customer Success Travel: Occasional ( 15%) Posted: 2026 About Pippin Title Pippin Title is the USA's nationwide title search company, bringing title search into the 21st century. We combine proprietary search technology with a deep network of expert ground searchers to deliver fast, accurate, commitment-ready reports to title agents, lenders, underwriters, and law firms in all 50 states. Our clients rely on us for a seamless "Pippin Experience," and our integrations with Qualia, SoftPro, Resware, and TrackerPro let them order, track, and close without leaving their native platform.

Featured in TechCrunch, the Wall Street Journal, Axios, and Fortune, Pippin is a well-funded, growing company redefining one of real estate's oldest industries. The Role The Client Success Manager is the owner of the post-sale relationship at Pippin. You'll manage a mixed book of title agents, underwriters, lenders, and law firms — keeping them successful, retained, and growing.

You'll quarterback everything that happens after implementation: adoption, order volume, quality feedback, expansion into new states or report types, integration enhancements, and renewal. You are the single face of Pippin for your accounts, and the voice of your accounts inside Pippin. You’ll understand your clients needs from the overall vendor relationship and on a transactional land title file basis to act as a solution provider and consultant.

What You'Ll Do

Own The Book Manage a defined portfolio of active Pippin accounts across segments (title agencies, underwriters, lenders, law firms), with clear targets on Net Revenue Retention, Gross Retention, and order-volume growth. Build account plans that map each client's buying reasons, KPIs, stakeholder map, order pattern, integration state, and expansion opportunities. Drive a structured cadence — weekly tactical with ops leads, monthly reviews with team leads, quarterly business reviews with executive sponsors — adjusted to account size and maturity.

Drive Adoption Order Growth Monitor adoption and order health — dashboard signals, order mix, volume trends, integration usage — and intervene early when usage softens. ), additional offices, new integrations — and partner with Sales on material expansions. Coach clients on getting more value out of the portal, order tracker, live chat, and integrations (Qualia, SoftPro, Resware, TrackerPro).

Quality, QC Voice Of Customer Be the conduit between clients and Operations when there are quality, turnaround, or report-format issues — diagnose fast, mobilize the right internal team, and close the loop with the client. Capture product feedback systematically and feed it to Product and Engineering with enough context (client size, segment, use case, frequency) for them to prioritize. Protect the Pippin Experience — set realistic expectations during onboarding, recover strongly when something goes wrong, and convert recovery moments into trust.

Renewals Commercial Ownership Own renewals across the book — forecast them accurately, negotiate within guardrails, and keep Gross Retention at or above target. Spot and qualify expansion — when a client is ready for more volume, a new report type, or a deeper integration, move fast and involve Sales where appropriate. Identify at-risk accounts early, build recovery plans, and escalate proactively rather than on the quarterly surprise.

What You Bring 2-4 years of client-facing experience in Client/Customer Success, Account Management, or Client Services. Title, escrow, or real estate underwriting industry experience. Proven retention expansion — you can point to specific accounts you saved, grew, and made reference-able.