LoanPro · 3 weeks ago
Sr. Customer Success Manager
Farmington, UT
Full-time
Hybrid
Senior LevelLoanPro is a fintech company transforming the lending landscape with over $18 billion in loans managed across North America. As a Sr. Customer Success Manager, you will nurture and maintain strong relationships with customers, ensuring their success and satisfaction while driving customer success and fostering lasting partnerships.
FinanceFinancial ServicesFinTechInformation ServicesInformation TechnologySaaSSoftware
Responsibilities
Demonstrates strong technical understanding of software, SaaS, and LoanPro in particular. Capable of effectively supporting customer conversations by explaining technical concepts, troubleshooting basic technical problems, and coordinating with technical teams to ensure seamless service delivery
Able to be a thought leader with technical discussions, helping clients determine best course of action regarding how best to employ LoanPro and our ecosystem of integrations, etc
Demonstrates a solid understanding of lending, fintech, and business principles at a medium to high level
Demonstrates a high level of business acumen and professionalism, able to engage with clients at all levels
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
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
Able to conduct regular strategic/quarterly business reviews with clients, building out the schedule, agenda, and attendee list strategically
Collaborate across the organization to coordinate and deliver training programs and resources
Work with various teams to build and maintain educational materials that increase customer self-sufficiency
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
Identify opportunities for upselling or cross-selling based on customer usage patterns and needs
Collaborate with sales teams to maximize revenue potential
Utilize 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
Develop and refine scalable processes to manage a growing customer base efficiently
Evaluate and implement customer success tools and technologies to enhance operational effectiveness
An essential function of this role requires onsite work to collaborate with other team members. Remote work can be conducted at managers discretion and in accordance with company hybrid policy
Other duties as prescribed—Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice
Qualification
Required
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
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
Preferred
Experience in loan management or financial services is a plus
Benefits
80% Medical/Dental
PTO and Holiday Schedule
HSA and 401K Match
Wellness Rewards and EAP
Company
LoanPro
LoanPro is the marketing-leading lending and credit platform built to innovate the future of finance.
Founded in 2016
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$100MKey Investors
FTV Capital
2021-07-07Series A· $100M
Leadership Team
Rhett Roberts
Co-Founder & CEO
C
Chris Trujillo
General Counsel
Recent News
2025-12-22
Crowdfund Insider
2025-12-21
2025-12-17
Company data provided by crunchbase