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Agent Success Manager

KastleSan Francisco
On-site Full-time

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Experience Level

Experience

Qualifications

Successful candidates will possess a proven track record in managing significant engagements, demonstrating a blend of strategic thinking and practical execution. Strong communication skills and the ability to work collaboratively across various teams are essential.

About the job

About Kastle

Kastle is revolutionizing consumer lending through an innovative AI operating system, focusing initially on mortgages. Collaborating with leading mortgage lenders across the nation, we empower them to enhance their contact center and compliance operations with our AI-driven voice agents. Supported by prominent investors including Y Combinator, Commerce Ventures, and industry leaders from Snapdocs, Google, and WePay, we are at the forefront of redefining the lending landscape.

About the Role

This is a pivotal moment to join our dynamic team. With a remarkable 40x growth in usage over the past six months, our Agent Success team is instrumental in optimizing customer engagement and product value. You will work closely with clients to facilitate deployments, drive adoption, and ensure they have the insights and tools necessary for success. Collaborating with Engineering and Sales, you will identify client needs, tackle challenges, and influence the real-world performance of our technology. This role is a blend of relationship management and execution, perfect for individuals who thrive in fast-paced environments and want to make a significant impact at a rapidly growing company.

What You’ll Do

  • Manage end-to-end deployments: define requirements, customize agents, establish success metrics, oversee the roadmap, and guide clients from contract signing to full-scale adoption.
  • Act as a strategic advisor to C-suite executives and senior leaders at major financial institutions, influencing AI roadmaps and leading discussions that shape operational deployment.
  • Establish strong relationships and lead critical conversations about compliance risks, operational redesign, systems integration, and enhancing borrower experiences.
  • Translate client needs into effective AI solutions, collaborating with engineering teams to build, test, and refine agents handling millions of interactions.
  • Monitor account health through usage metrics, proactively identify risks, and implement retention and expansion strategies before issues arise.
  • Work with engineering to provide data-driven feedback that translates user challenges into product improvements.
  • Contribute to establishing playbooks, hiring standards, and operational guidelines to scale the Agent Success team as Kastle continues to grow.

What You'll Bring

We seek individuals who have experience managing complex, high-stakes projects and are eager to transition from advisory roles into hands-on execution. Your ability to cultivate relationships and drive initiatives will be key to your success in this position.

About Kastle

Kastle is at the cutting edge of AI technology in consumer lending, dedicated to transforming how mortgage processes are conducted through innovative solutions that enhance efficiency and customer experience.

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