Customer Lifecycle Manager

About Purelend

Purelend is an early-stage company operating at the frontier of FinTech and AI. Our small, tight-knit founding team is reimagining banking technology, starting with mortgage loans. We're fully automating the manual checks and underwriting which historically have meant hours or days of frustrating manual work. Our customers and their clients get what they want faster: a funded mortgage.

Our platform is already used by mortgage brokers and lenders across Canada, including some of the country's most important lenders. We're growing fast and we want every new customer to get the most out of the platform. That's where this role comes in.

The Opportunity

We're looking for someone to own the post-sale customer relationship. Not in a “send quarterly check-in emails” way. In a “monitor 100+ accounts daily, spot the ones going quiet, pick up the phone, and figure out what's happening” way.

Your job is to make sure every broker who signs up for Purelend actually makes it part of how they work, not just something they tried once. You'll drive activation from day one, build lasting relationships with customers, and do everything you can to ensure they get real, ongoing value from the platform.

What You'll Do

Own Onboarding Outcomes

You'll run or co-run onboarding sessions with new brokers and make sure they don't just see the product, they use it on a real file. The strongest predictor of long-term retention is whether a broker creates their first application within 72 hours of signup. That stat is yours to move.

Monitor Account Health Daily

You'll live in our analytics dashboards and know which accounts are thriving and which need attention. You'll proactively reach out to customers to make sure they're getting value and help them get more from the platform.

Drive Feature Adoption

The more of the platform a broker uses, the more value they get. You'll guide customers deeper into Purelend: from basic doc uploads to income verification, fraud checks, report exports, document collection, and team collaboration. Your goal is to make sure every customer discovers the features that matter most to their workflow.

Expand Teams Within Accounts

Brokers get the most out of Purelend when their whole team is on it. You'll make it a priority to get every broker's assistant, underwriter, or team member set up on the platform within the first 30 days.

Proactive Customer Outreach

You're the one who reaches out before customers have to ask. Not with a generic “how's it going?” but with specific, helpful observations: “I noticed you ran a few income verifications this week — want me to show you how to drop those into your submission package?” You'll build playbooks for every stage of the customer journey.

Be the Voice of the Customer Internally

You'll talk to more active customers than anyone on the team. Bring their feedback, frustrations, and feature requests back to the product team in a structured way. When we ship something a customer asked for, you close the loop and tell them.

What We're Looking For

• 2–4 years in customer success, account management, or lifecycle management at a SaaS company. Ideally one with SMB customers who need hands-on onboarding and ongoing support. You've managed a book of 50–100+ accounts and kept track of all of them.
• You're comfortable with data. You don't need to write SQL, but you need to look at usage dashboards every morning and know which accounts need your attention today. You can articulate what metrics you need and work with our engineering team to implement them. If you're allergic to analytics, this isn't the role.
• You pick up the phone. Email is fine for check-ins. But when an account goes dark or a broker says “it doesn't work for me,” you call. You'd rather have a 10-minute conversation than a 5-email thread.
• You're genuinely curious about your customers' businesses. Not “how are you using the product?” but “how's your deal flow this month? What's your trickiest file? Let me show you how Purelend handles that.” You want to understand the mortgage broker's world well enough to be a credible partner, not just a support contact.
• You're process-oriented. You build systems: check-in cadences, intervention triggers, feedback logs, milestone tracking. You don't wing it, because winging it means accounts slip through the cracks.
• You're patient and persistent. Building real relationships takes time. You're playing a long game with every account. Some brokers will need 3–4 touches before they engage with a new feature. You don't take it personally and you don't give up after one attempt.
• Mortgage industry experience is a plus, not a requirement. If you've worked in financial services, real estate, or lending, that's a head start. But what matters more is the willingness to learn the terminology and the workflow. You'll pick it up fast if you're curious.

Metrics You'll Own

• Customer retention and satisfaction
• Day-3 activation rate (% of new signups who create an application within 72 hours)
• Feature adoption depth across the customer base
• Team expansion rate (% of accounts with 2+ users after 30 days)

Compensation & Benefits

• Competitive cash salary
• Stock options in an early-stage company with significant growth ahead
• Work from our Calgary office with the founding team

Timeline

• Start Date: Immediately
• Applications: Rolling basis (the sooner the better)