Enterprise Customer Success Manager

🚀 Join LoanPro and Help build the Future of Lending! 🚀

At LoanPro, we’re not just a fintech company—we’re revolutionizing how lending works! As a cutting-edge SaaS platform, we provide core lending infrastructure that empowers mid-market and large lenders to operate smarter, faster, and better. With our cloud-native solution, our clients become more efficient, organized, and unstoppable in their lending operations.

Currently managing over $18 billion in loans across North America, LoanPro isn’t just growing—we’re leading the charge in transforming the industry. Behind it all are our incredible employees who fuel our profitable, fast-growing company with their talent, passion, and drive.

Why LoanPro?Because we’re building something special—and you should be a part of it! Join a team where innovation, impact, and opportunity are at the heart of everything we do.

Ready to help us shape the future of fintech? We want you here with us!

Join LoanPro as an Enterprise Customer Success Manager! 

At LoanPro, we don’t just create fintech solutions—we empower businesses to succeed. As a Customer Success Manager, your primary responsibility is to foster strong relationships with a diverse portfolio of clients. This role involves understanding the unique needs and challenges of individual customers within your assigned market segment and proactively addressing their concerns. From onboarding to ongoing advocacy, you'll work closely with customers to ensure they maximize the value of the product or service, identifying opportunities for upselling or cross-selling when appropriate. Communication and operational skills are crucial as you determine the most effective ways to have routine touch points with your customer base. You will serve as the main point of contact, providing guidance, troubleshooting, and delivering exceptional customer experiences. Additionally, you will analyze customer data to identify trends, propose improvements, and collaborate with cross-functional teams to enhance overall customer satisfaction and retention.

🚀 What You’ll Do:

• Technical Capabilities
  • Demonstrates strong technical understanding. Capable of effectively supporting customer conversations by explaining technical concepts, troubleshooting basic technical problems, and coordinating with technical teams to ensure seamless service delivery.
• Business Conduct
  • Demonstrates a solid understanding of lending, fintech, and business principles at a medium to high level.
  • Consistently responds to customer inquiries and internal communications within the same day for most items, while effectively deprioritizing non-essential matters.
  • Engages in clear, professional communication with customers and internal teams.
  • Proactively identifies potential issues, areas for improvement, and opportunities to add value, taking initiative to address them before they escalate.
  • Creates and delivers clear, effective presentations, occasionally needing assistance with more complex topics.
• Relationship Development
  • Builds strong relationships by fostering trust and loyalty both internally and externally.
  • Effectively manages a complex portfolio of customers, identifying trends and common issues while providing consistent and high quality service. 
  • Manage common escalations by developing initial action plans and proactively working with team members and leadership.
• Customer Training:
  • Coordinate training programs and resources to empower customers to use products or services optimally.
  • Provide educational materials and resources to address common queries and enhance customer self-sufficiency.
• Feedback Collection:
  • Implement mechanisms for gathering feedback on products, services, and overall customer experience.
  • Analyze feedback to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.
• Upselling and Cross-Selling:
  • Identify opportunities for upselling or cross-selling based on customer usage patterns and needs.
  • Collaborate with sales teams to maximize revenue potential.
• Customer Health Monitoring:
  • Establish key performance indicators (KPIs) and metrics to assess customer health.
  • Implement systems to monitor and analyze customer data, identifying early signs of dissatisfaction or potential churn.
• Scalability Planning:
  • Develop and refine scalable processes to manage a growing customer base efficiently.
  • Evaluate and implement customer success tools and technologies to enhance operational effectiveness.

🛠 What We’re Looking For:

• Proven experience in Customer Success, Account Management, or a similar role in the SaaS industry.  
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Experience in loan management or financial services is a plus.
• Dedication to high-quality customer service delivery and integrity through proven client and customer relationships
• Energetic high performer who can meet deadlines, work independently, take initiative and follow through with requests
• Proficiency in G Suite, Microsoft Office applications as well as industry-specific analysis software
• Desire to support the LoanPro Core Values & Beliefs

🌟 What Makes This Role Special:

• Competitive compensation
• Market-competitive Medical, Dental, and Vision Coverage
• 401k 1-1 contributions up to 3% and a .5 contribution up to 5%
• Generous Paid Time Off and Holiday Schedule
• Fully stocked breakroom
• Ability to make a real difference
• A value-based, innovation-focused, learning culture
• Endless opportunities for growth; when we grow, you grow - and vice versa!