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LoanWell · 1 day ago

Customer Success Manager

Triangle Area

Full-time

Hybrid

Entry, Mid Level

2+ years exp

LoanWell is a majority black-owned FinTech company focused on increasing access to capital for underserved small businesses. They are seeking a Client Success Manager to manage post-sale relationships with clients, ensuring satisfaction, retention, and growth, while guiding clients through the onboarding process and advocating for their needs.

CreditFinancial ServicesFinTechInternetOnline Portals

Responsibilities

Lead regular business reviews with customers covering recent system performance, satisfaction, risks/issues, new product features, product roadmap, customer business forecast, and account growth opportunities

Proactively identify client issues and concerns as well as areas of opportunity

Have executive level meetings to uncover overall client health not just resolve individual issues

Directly oversee the onboarding process for new clients. Including leading regular meetings, providing training and guidance on the software, receiving feedback and change requests, and communicating with the technical onboarding team as they update the client’s software

Responsible for communication of timelines during onboarding and setting expectations so that all parties are aware of the status of the project

Stay up to date with latest software updates and their practical applications to be able to give the most accurate information to both onboarding and existing clients

Build intimate customer relationships and develop working knowledge of their business operations, plans and goals

Measure and maximize customer health, retention and growth through proactively identifying risks and issues as well as growth opportunities

Assist with customer trainings and troubleshooting to increase adoption of the software

Be accountable for resolving customer problems quickly and correctly

Be accountable for customer retention and growth

Be the “voice of the customer” internally at LoanWell to advocate for customer-driven processes and product features

Qualification

Customer Success ManagementSaaS ExperienceCommunity Lending KnowledgeData-Driven Decision MakingClient Relationship ManagementTraining SkillsCommunication SkillsProblem SolvingTeam Collaboration