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PIPPIN TITLE

Client Success Manager - Land Title

Retention, Expansion & The Pippin Experience

Location: Remote (U.S.) Team: Client Success Type: Full-time, Individual Contributor

Reports to: Director - Customer Success Travel: Occasional (<15%)Posted: 2026

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 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.

• 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.

• Monitor adoption and order health — dashboard signals, order mix, volume trends, integration usage — and intervene early when usage softens.
• Run expansion plays — new states, new report types (commercial, energy, foreclosure, two-owner, etc.), 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).

• 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.

• 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.

• 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.
• Industry familiarity — you understand title, escrow, closing workflows, or real estate services, and can talk credibly about commitment-ready reports, underwriter requirements, and state-by-state search nuance (or can ramp on it quickly).
• Technical comfort — fluent in a CRM (Salesforce or HubSpot) and BI dashboards; comfortable enough with integrations to have a credible conversation about Qualia/SoftPro/Resware/TrackerPro.
• Executive presence — you can run a QBR with a title agency owner or the VP of Operations at a national underwriter and leave them better informed than when they walked in.
• Commercial instinct — you're comfortable owning a renewal number, negotiating, and protecting margin without damaging the relationship.
• Operator mentality — you write the SOP, build the health-score model, templatize the QBR deck, and ship the retention playbook rather than waiting.

• Experience owning renewals and driving Net Revenue Retention as a stated target.
• Prior work inside an early- or growth-stage, VC-backed environment.
• Experience in transferable roles, like title production software (Qualia, Softpro, Resware, etc) sales or client success, escrow agent

• First 30 days: complete Pippin product, portal, integrations, and QC ramp; meet every active account in your book; publish a risk-and-opportunity read on the portfolio.
• 60 days: stand up the cadence (weekly/monthly/QBR) for your accounts and close any open implementation loose ends.
• 90 days: deliver your first QBRs; complete two concrete expansion plays; no unexpected churn in the book.
• 6 months: tracking at or above Gross Retention and Net Revenue Retention targets; contributing repeatable playbooks (adoption, expansion, at-risk recovery) back to the team.
• 12 months: portfolio is at or above retention and expansion targets, reference-able accounts have grown, and you've raised the bar on what the Pippin Experience means post-sale.

• Competitive base plus performance bonus tied to retention and expansion outcomes.
• Equity in a category-defining, venture-backed company.
• A marquee book of clients — including CATIC, Westcor, AmTrust Title, Stewart, First American, Old Republic, Investor's Title, EasyKnock — to learn from and grow.
• Medical, dental, vision, 401(k), and flexible paid time off.
• Fully remote, outcomes-first culture.

Pippin Title is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran, or disability status.