Client Success Manager

Client Success Manager

Location:  Richmond, VA

Employment Type:  Full-Time

About Us

CapCenter is a modern mortgage, real estate, and insurance company committed to simplifying the home buying, selling, and financing journey. We combine expert guidance, innovative technology, and unmatched customer service to put clients at the center of everything we do.

We’re growing our Client Success team to strengthen the early-stage experience for our future clients by helping them better understand the mortgage and homebuying process, clarifying their goals, assessing their readiness and articulating CapCenter’s unique value proposition.

Position Overview

The  Client Success Manager (CSM) will serve as the client’s  first trusted advisor , playing a critical role in shaping the early stages of the homebuying/owning journey. This role is responsible for  intaking, qualifying, managing, and nurturing early-stage purchase mortgage and real estate leads  generated by our marketing team.

You will help clients understand their readiness, clarify goals, overcome financial or logistical barriers, and prepare them for meaningful conversations with our mortgage and real estate experts. You’ll manage a small portfolio of high-intent buyers and provide personalized guidance, ensuring they feel confident, informed, and supported.

This position also plays a critical role in  post-close satisfaction , ensuring clients who originated from your managed leads had a great experience, closing the loop, and helping generate reviews and referrals.

Key Responsibilities

• Lead Intake & Qualification: Serve as the first point of contact for new marketing-generated leads across purchase mortgage and homebuying services.
• Lead Management & Nurturing:  Manage daily inflow of new leads and maintain timely, professional outreach cadence.
• Collaboration & Handoff Success:  Partner closely with Loan Consultants and Agents to ensure clear, timely, and accurate handoffs.
• Client Satisfaction & Post-Close Engagement:  Maintain a high-touch, relationship-focused approach even after handoff to ensure long-term loyalty.

Qualifications

• 5+ years in customer success, client service, inside sales, or lead management roles.
• Proficiency with CRM systems and structured follow-up cadences.
• Comfort working in a metric-driven, fast-paced environment.
• Experience nurturing long-cycle or consultative sales leads.

Preferred

• Experience in mortgage, real estate, or financial services.
• Understanding of the mortgage purchase process, home search/selling timelines, and consumer behavior.
• Experience nurturing long-cycle or consultative sales leads.
• Passion for providing best-in-class client experience.

We offer a competitive compensation package to include base salary, annual bonus, medical, dental and life insurance benefits, 401K, and paid vacation. We do not discriminate against applicants/employees on any protected basis and are an Equal Opportunity Employer: Veteran/Disability.