Deployment Success Manager

About this role

ABOUT THE COMPANY

Valon is building the AI-native operating system for regulated finance, starting with mortgage servicing.

We're a Series C company backed by a16z, transforming industries that others have written off as too complex to innovate.

Rather than build on top of broken legacy systems, we took a different approach: we built and operate our own mortgage servicing business managing $110+ billion in loans. This wasn't the end goal, it was how we deeply understood the complexity needed to build software that actually works in regulated industries.

The results speak for themselves. We've transformed mortgage servicing from a 0% margin business into 60%+ margins while dramatically improving customer experience. Major enterprise contracts are now deploying across the industry.

ValonOS is our unified platform that makes every process structured and programmable and it is perfectly positioned for the AI era. When everything flows through one system with rich data, AI agents don't just automate tasks, they continuously improve entire operations. Mortgage servicing is just the beginning of our vision to transform regulated industries and beyond.

WHY VALON

How many times in your career are you going to get the chance to deploy an eight- or nine-figure software contract into one of the most regulated industries on the planet?

Not many. That's what we do here.

Valon is the AI-native operating system for mortgage servicing - a $13 trillion industry running on infrastructure built before the iPhone. We did not try to fix it from the outside. We bought our way in: built and operate our own mortgage servicing business managing $110B+ in loans, used that operation to deeply understand every workflow that breaks at scale, and then built the software we wished existed.

The result: a 0% margin business turned 60%+. Our own servicing operation runs at 4x the employee efficiency of the industry. Major enterprise servicers - including Newrez - are now deploying ValonOS across the industry. The contracts we are rolling out are some of the largest and most complex enterprise software deployments anywhere in financial services right now.

WHY MORTGAGE SERVICING IS THE MOST INTERESTING PROBLEM YOU'VE (PROBABLY) NEVER THOUGHT ABOUT

Every monthly payment from a homeowner triggers a chain reaction: money has to move, accounting entries have to balance, escrow has to disburse to the right counties and insurers, and every step has to satisfy regulators across all 50 states - each with its own foreclosure rules, notice timelines, fee restrictions, and licensing regimes. Get any of it wrong and you have created a CFPB headline.

Now do that for millions of loans, with hundreds of legacy vendors, dozens of capital partners, and operators who have been doing it one way for 30 years.

Mortgage servicing has resisted software automation for decades not because the individual problems are unsolvable, but because the abstractions are so hard to model correctly that no one had done it. We did. It took six years. Now we are deploying it across the industry - and that is where you come in.

WHAT THIS ROLE IS

Deployment Success Managers own our clients' post-go-live operational success on ValonOS: part operator, part client strategist, part data investigator, and part executive translator. You develop a deep understanding of each client's business and operating model, how ValonOS is configured for them, and what "doing the job correctly" looks like in practice. Then you co-develop solutions with clients to close gaps—in process, training, configuration, or product—and stay accountable until the client's operators are running sustainably and the business outcome is measurable.

This is not a customer support role and it is not passive account management. After Deployment Strategy hands off at go-live, you own the ongoing partnership: monitoring operational health, diagnosing root causes when work breaks down, rebuilding processes around ValonOS capabilities, and identifying opportunities for growth, efficiency, and commercial expansion.

The job is not to escalate and wait. The job is to figure out what is true, make the right call under ambiguity, and drive the work until the client's operation works in the real world.

WHAT YOU WILL DO

A client going live on ValonOS is not the finish line—it is when the real work begins. You inherit a complex servicing operation that must correctly and compliantly process loans every day, under regulatory scrutiny, with executives watching KPIs and operators still learning new workflows.

A Deployment Success Manager:

- Builds and monitors operational health dashboards (in partnership with analytics) from go-live onward, using data to identify where clients are struggling to complete work correctly, timely, or efficiently.

- Investigates root causes through data and direct shadowing—training gaps, visibility issues, process debt, product gaps—and drives resolution instead of documenting problems.

- Facilitates client development of new SOPs and operating processes that fully leverage ValonOS; patches understanding gaps with Implementation and escalates product holes to R&D through ProdOps.

- Operates as a proactive safe-hands backstop when needed so client operations do not fail while permanent fixes are built. Clients ultimately own their outcomes; your job is to minimize thrash and drive durable success.

- Owns the ongoing business-unit-level client relationship: regular business updates, executive business reviews, and escalated concerns.

- Develops and maintains staffing models grounded in ValonOS data and each client's operating model—identifying over- or under-staffing and partnering with commercial leads on right-sizing.

- Drives adoption of new products and surfaces upsell opportunities—loan/FTE growth, AI products, and expanded ValonOS usage—working closely with Product teams on rollout playbooks.

- Serves as the two-way conduit between…