Customer Success Manager

Sr. Customer Success Manager – Farmington, UT
Why Loan Pro:

“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. Loan Pro unlocks finance.”
-Rhett Roberts, CEO

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

As a Sr. Customer Success Manager, you will be a pivotal part of our Customer Success team, responsible for nurturing and maintaining strong relationships with our valued customers. Your primary objective will be to ensure the success and satisfaction of our customers throughout their journey with our company. By understanding their unique needs and objectives, you will proactively engage with key stakeholders, provide personalized support, and offer strategic guidance to drive the maximum value from our solutions.

Your efforts will focus on retention, increasing revenue growth, and maximizing customer lifetime value. As a customer advocate and trusted advisor, you will play a crucial role in driving customer success and fostering lasting partnerships, contributing to our company’s growth and success. Responsible for exemplifying excellent customer service and the company’s core values, culture, policy, and procedures at all times.

• Demonstrates strong technical understanding of software, SaaS, and Loan Pro 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 Loan Pro 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 escalatio
• 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.