Sr. Customer Success Manager

Sr. Customer Success Manager - Farmington, UT (Preferred) 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.

“Steve Jobs was once asked what he was most proud of  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 Loan Pro- the team that builds Loan Pro. 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.

Sr. Customer Success Managers (CSMs) are a pivotal part of our Customer Success team. You are responsible for nurturing and maintaining strong relationships with our valued customers. The primary objective of a Sr. Customer Success Manager (CSM) is to ensure the success and satisfaction of our customers throughout their Loan Pro journey. By understanding the unique needs and objectives of our customers, a Sr.

CSM 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, revenue growth, and maximizing customer lifetime value. A successful Sr. CSM is a customer advocate and trusted advisor, playing a crucial role in driving customer success and fostering lasting partnerships that contribute to Loan Pro’s growth and success.

• Technical Capabilities
• Demonstrates strong technical understanding of software/SaaS, and Loan Pro. Capable of effectively supporting customer conversations by explaining technical concepts, troubleshooting basic technical problems, and coordinating with technical teams to ensure seamless service delivery.
• A thought leader. Handling technical discussions and assisting customers in determining the best course of action and how to best employ Loan Pro and our ecosystem of integrations..
• Business Conduct
• Demonstrates a solid understanding of lending, fintech, and business principles.
• 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)
• 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 escal…
• Creates and delivers clear and effective presentations, occasionally needing assistance with more complex topics.
• Relationship Development:
• Builds strong relationships 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.
• Conduct regular strategic/quarterly business reviews with clients, building out the schedule, agenda, and attendee list strategically.
• Customer Training:
• 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.
• Feedback Collection:
• Implement mechanisms for gathering feedback…