Within months of joining Sagent, Jesse Decker scaled her team from 15 employees to over 60 as she helped the nation’s top financial institutions rethink their approach to the onslaught of borrower requests by providing real-time and human support at every turn. In 2020, Decker spearheaded a revamped customer success strategy aimed at better understanding and serving the needs of customers. Primed by her background modernizing mortgage originations as customer success lead for two of the industry’s top fintech firms, Roostify and Cloudvirga, Decker infused the consumer-first sensibility seen in the origination space into her team’s COVID response. Her role on the front lines positioned her to both redirect and accelerate Sagent’s product roadmaps, rolling out its growing and evolving suite of products to customers at scale. Within a year of joining the executive team, she implemented new customer success team processes and tool changes and rapidly scaled the Sagent customer success team by more than 300% to respond to the needs of customers and their borrowers during the pandemic. Additionally, she coordinated a company-wide partnership with the National Association of Minority Mortgage Bankers to improve Sagent’s diversity, equity and inclusion initiatives aimed at supporting and growing non-traditional lending and recruiting strategies. Above all, Decker makes sure Sagent’s customer success strategies protect servicers and borrowers alike.
EVP, Customer Success