Enterprise Customer Success Manager

Enterprise Customer Success Manager, Farmington, UT

Why LoanPro: 

“We want to change how the future of finance works. We’re working to change finance to be highly personalized. It changes who has access to capital. It changes personal finances. It can have a ripple effect on everything you do. LoanPro unlocks finance.” -Rhett Roberts, CEO

At LoanPro, we're more than just a fintech company—we’re transforming the lending landscape. With over $18 billion in loans managed across North America, LoanPro isn't just growing—it's leading the industry transformation. 
 

How we do what we do:

“Steve Jobs was once asked what he was most proud of at Apple. Was it the iPhone? Was it the iPad? Steve Jobs replied it was the team that built Apple. That’s what I’m most proud of here at LoanPro- the team that builds LoanPro. We do what we do because of our people.” -Rhett Roberts, CEO

At the heart of our success are our exceptional employees, whose talent, passion, and dedication fuel the growth and profitability of our company. As a next-generation SaaS platform, we deliver core lending infrastructure that empowers mid-market and large lenders to operate more efficiently, quickly, and effectively. Our cloud-native solution helps clients streamline operations, enhance organization, and drive unparalleled performance in their lending processes.

What you’ll own:

As a Customer Success Manager, you’ll build strong relationships with clients, ensuring they get the most value from our product. You'll guide them from onboarding through ongoing support, proactively addressing needs and identifying opportunities to upsell or cross-sell. Acting as their main point of contact, you'll provide strategic guidance, resolve issues, and deliver exceptional experiences. Strong communication and operational skills are essential as you manage regular touchpoints, analyze customer data, and collaborate cross-functionally to improve satisfaction and retention.

• 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 you’ll need for success: 

• 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

Benefits of the Role: 

• 80% Medical/Dental
• PTO and Holiday Schedule
• HSA and 401K Match
• Wellness Rewards and EAP

At LoanPro, we have the ability to make a real difference. LoanPro offers a value-based, innovation-focused, learning culture and endless opportunities for growth. Come help us build LoanPro.