ARIVE
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
10+ years relevant experience, with recent focus leading customer‑facing operations in B2B SaaS, multi‑team leadership; ability to inspire, coach, and drive accountability. Bachelors degree or equivalent required. 5+ years in the mortgage industry with a deep understanding of the loan origination process. Strong familiarity with the mortgage tech stack — LOS (e.g., Encompass, Calyx Point, Blue Sage, Lender Portals) and common integrations. A track record of measurable improvements (e.g., shorter time‑to‑value, lower response/resolution times, higher CSAT/NPS, stronger retention/expansion). Fluency with CRMs (HubSpot preferred) and the customer‑ops tech stack (service desk, knowledge/LMS, analytics) plus modern work‑management and collaboration tools. Data‑driven operator who sets targets, reads the signals, and turns insights into action — not just dashboards. Practical AI/automation experience in customer operations with quantified outcomes (higher first‑contact resolution, faster onboarding, lower handle time). Executive‑level communication with customers C‑suite and internal leadership; active and engaged on social media. High integrity and a builder’s mindset with commitment to building successful company and customer relationships. Ability to travel up to 20% (corporate office visits, industry conventions, client meetings). 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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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
10+ years relevant experience, with recent focus leading customer‑facing operations in B2B SaaS, multi‑team leadership; ability to inspire, coach, and drive accountability. Bachelors degree or equivalent required. 5+ years in the mortgage industry with a deep understanding of the loan origination process. Strong familiarity with the mortgage tech stack — LOS (e.g., Encompass, Calyx Point, Blue Sage, Lender Portals) and common integrations. A track record of measurable improvements (e.g., shorter time‑to‑value, lower response/resolution times, higher CSAT/NPS, stronger retention/expansion). Fluency with CRMs (HubSpot preferred) and the customer‑ops tech stack (service desk, knowledge/LMS, analytics) plus modern work‑management and collaboration tools. Data‑driven operator who sets targets, reads the signals, and turns insights into action — not just dashboards. Practical AI/automation experience in customer operations with quantified outcomes (higher first‑contact resolution, faster onboarding, lower handle time). Executive‑level communication with customers C‑suite and internal leadership; active and engaged on social media. High integrity and a builder’s mindset with commitment to building successful company and customer relationships. Ability to travel up to 20% (corporate office visits, industry conventions, client meetings). 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
#J-18808-Ljbffr