Head of Customer Success & Support

Head of Customer Operations

Compensation : $200,000–$300,000 total cash compensation (annual base salary + performance bonus), plus equity participation.

Location : Bay Area, California (Hybrid); must be located in the Western Region of the US.

Reports to : CEO.

About ARIVE

ARIVE is a privately held, founder‑led fintech transforming digital mortgage originations with the industry's first Wholesale Originations Marketplace. We empower local loan originators to deliver best‑fit mortgages from a vast network of lenders. Our mission‑critical platform helps 5,000+ brokers and 30+ enterprise lenders fund loans faster with greater confidence.

Position Overview

We're hiring our first Head of Customer Success & Support to lead and transform our customer organization across three functions : Production Support, Customer Onboarding / Implementation, and Customer Success.

Reporting to the CEO, you'll own the entire post‑sales customer journey. This operational leadership role is for someone who loves technology and can use AI and automation to scale operations. You'll manage existing Directors of Support and Onboarding while building a new Enterprise Success function. The ideal candidate has deep mortgage industry experience and a track record of improving customer satisfaction, retention, and operational efficiency in B2B SaaS.

Key Responsibilities

• Scale, Optimize & Lead Customer Operations : Lead and scale a distributed, remote organization spanning Production Support, Implementation / Onboarding, and Enterprise Relationships. Standardize and uplevel service standards so outcomes are consistent and fast, define clear career growth paths, and foster a culture of innovation, customer obsession, and continuous improvement. Set expectations and accountability for leaders and ICs while developing a strong talent pipeline for the next phase of growth.
• Drive Customer‑Centric Operational Excellence : Refine the end‑to‑end journey from onboarding through ongoing support and engagement. Tighten service expectations, speed time‑to‑value, and strengthen training and education for lender field teams and loan officers. Add dedicated enterprise coverage and a more proactive support model where needed so we anticipate needs, prevent issues, drive adoption, and reduce churn—while steadily improving customer satisfaction (CSAT / NPS) and lowering time to resolution (MTTR). Your leadership will ensure every customer interaction strengthens their commitment to ARIVE.
• Champion Technology & Innovation : Leverage AI and automation to streamline internal workflows and improve customer experiences—speeding answers, scaling onboarding, reducing handle time, and scaling efficiently. Partner with Product and Engineering to roll out changes smoothly and keep enablement and knowledge up to date.
• Drive Business Impact : Instrument the end‑to‑end customer journey with robust telemetry and turn metrics into action on retention risks, adoption gaps, expansion opportunities, and operational efficiency. Brief the CEO regularly, collaborate with Sales on expansion strategies, and pass qualified opportunities sourced from customer operations. Own the customer‑ops tooling stack and budget across service desk, CRM, knowledge / LMS, analytics, and CS platforms.

Things We Look For

Compensation & Benefits

Competitive total cash compensation with performance‑based bonus; equity participation commensurate with experience and impact; comprehensive health, dental, and vision coverage; 401(k) match; hybrid flexibility; and a supportive, inclusive culture.

Why This Role Matters

We’re not just improving workflows—we’re changing the industry itself. You’ll own customer operations end‑to‑end with a direct line to the CEO and a clear mandate to innovate using AI, data, and world‑class execution. If building at scale in a complex, high‑impact space excites you, let’s talk!

Seniority level

Executive

Employment type

Full‑time

Job function

Customer Service

Industries

Software Development and Financial Services

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