Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by 1) providing the best services for homebuyers, 2) led by advantaged underwriting in insurance, 3) to protect the whole home. As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies. In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED. Join the team at https://porchgroup.com/careers

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Manager, Client Success

Location: United States

Workplace Type: Remote

Job Summary

The future is bright for the Porch Group, and we’d love you to be a part of it as our Manager, Client Success within our Rynoh business unit. Rynoh is a vertical SaaS company serving 2,600 Title and Escrow companies. Our software provides financial protection for 40% of all the real estate closings in the United States. We have a great industry reputation, high client retention, and solid NPS scores. We are growing rapidly and see great opportunities ahead.

The Manager, Client Success, will lead the transition of the Client Support technical line of business into the relationship management Client Success line of business optimizing our client onboarding, fulfillment, and client success of Rynoh’s SaaS offerings. This role requires a dynamic, Client Success leader with extensive experience in real estate closing and settlement processes. The individual will lead the team’s transition and execute a service-oriented business that enhances the value proposition of our existing SaaS platform by providing operational client success to existing and new clients.

This is a rare opportunity to transition a business line from a support team to a client success team, requiring strategic planning, operational execution, and team leadership. The role also involves acting as a subject matter expert (SME) in operations, systems, client success, and driving execution ensuring client expectations are met and exceeded.

What You Will Do as the Manager, Client Success

This role reports to Rynoh’s Head of Operations and works collaboratively with the Rynoh senior leadership team. Primary responsibilities are:

Client Success & Fulfillment

Own the full client journey from client registration to success, ensuring customers achieve results quickly to augment Rynoh’s existing Saas technology.

Optimize onboarding to decrease churn, improve time-to-value, and enhance overall customer satisfaction.

Manage support and coach cross-functional teams to ensure high quality engagement, foster customer loyalty and satisfaction, and increase lifetime value (LTV).

Monitor systems to track customer progress, identify trends, and proactively address issues before they escalate, ensuring a seamless client experience.

Act as a strategic partner for clients, understanding their business goals and aligning Rynoh’s technology to deliver measurable results.

Lead regular check-ins, business reviews, and training sessions to deepen customer relationships and identify growth opportunities.

Execution & Operational Leadership

Streamline fulfillment processes and reduce bottlenecks between sales, marketing, and fulfillment.

Lead, manage and train team of 8 – 10 Client Success team members.

Recruit and manage a high-performance team to execute the new processes of client success.

Create SOP’s and Job Aid’s to train team members on best practices to keep operations running smoothly.

Personally engage in creating and presenting the client success model to clients during all stages.

Work closely with clients to understand their pain points and deliver solutions that add measurable value to their operations. Ensure high NPS scores.

Review and improve current client training procedures.

Lead team to methodically and proactively contact exiting clients to explain unused features and add on to drive deeper adoption.

Improve internal communication to reduce friction and increase execution speed.

Foster relationships with key clients and build trust to drive adoption of the new client success.

Review reports and dashboard to track KPI’s and SLAs within the team (onboarding, phone calls, voice mails, emails, process queues)
Travel: As needed up to 25%

What You Will Bring as the Manager, Client Success

Proven experience in real estate closing and settlement processes includes onboarding, balancing escrow accounts, funding, client services, and queue management.

8+ years of experience in escrow and client services operations.

Bachelor's degree in Business Administration, or equivalent experience.

Customer-Obsessed. You care deeply about client success and know how to transition from a support team to a client success team.

Experience leveraging on-shore, near-shore, and offshore personnel.

Strong Execution & Leadership to keep teams accountable, and get things done.

Problem-Solver Mentality. Critical thinker, take initiative, and solve problems without waiting for instructions.

Fast Paced & Flexible. You thrive in a fast-moving, ever-growing environment and can adapt quickly.

Familiarity with software-driven operational workflows.

The application window for this position is anticipated to close in 2 weeks (10 business days) from 03/25/2025. Please know this may change based on business and interviewing needs

At this time, Porch Group does not consider applicants from the following states for remote positions: Alaska, Arkansas, Delaware, Hawaii, Iowa, Maine, Mississippi, Montana, New Hampshire, and West Virginia.

What You Will Get As A Porch Group Team Member 

Pay Range*: $84,000 - $112,000 Annually

*Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job-related knowledge, alignment with market and our Porch employees, as well as your geographic location.  
 
Additionally, you will be eligible to receive long-term incentive awards, subject to program guidelines and approvals. 

You will also be eligible to receive sales incentives, subject to program guidelines and approvals. 

Our benefits package will provide you with comprehensive coverage for your health, life, and financial wellbeing.  

Our traditional healthcare benefits include three (3) Medical plan options, two (2) Dental plan options, and a Vision plan from which to choose.

Critical Illness, Hospital Indemnity and Accident plans are offered on a voluntary basis.

We offer pre-tax savings options including a partially employer funded Health Savings Account and employee Flexible Savings Accounts including healthcare, dependent care, and transportation savings options.

We provide company paid Basic Life and AD&D, Short and Long-Term Disability benefits. We also offer Voluntary Life and AD&D plans.

Both traditional and Roth 401(k) plans are available with a discretionary employer match.

Headspace is part of our employer paid wellbeing program and provides employees and their families access to on demand guided meditation and mindfulness exercises, mental health coaching, clinical care and online access to confidential resources including will preparation.

Brio Health is another employer paid wellbeing tool that offers quarterly wellness challenges and prizes.

LifeBalance is a free resource to employees and their families for year-round discounts on things like gym memberships, travel, appliances, movies, pet insurance and more.

Our wellness programs include flexible paid vacation, company-paid holidays of typically nine per year, paid sick time, paid parental leave, identity theft program, travel assistance, and fitness and other discounts programs.

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What’s next?

Submit your application and our Porch Group Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.

Porch Group is an E-Verify employer. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.

Manager, Client Success

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