TSM Team Lead

• Lead a squad of Technical Success Managers delivering solutioning for Loan Pro clients
• Balance individual contributions on tier-one accounts with mentorship and operational management of the TSM team
• Conduct regular 1:1s and technical code/solution reviews
• Provide final technical sign-off for complex architecture designs
• Serve as senior technical contact for at-risk customers and resolve difficult technical roadblocks
• Identify workflow gaps and implement process improvements
• Aggregate technical feedback for prioritized Product and Engineering feature requests
• Allocate TSMs to accounts with the VP of Technical Success
• Ensure support for CSMs and Sales in upselling technical modules and identifying revenue requirements
• Track team metrics and report regularly to the VP
• Lead onboarding and training for new TSM hires during their first 90 days
• Set standards for technical documentation, architecture diagrams, and integration guides
• Collaborate with Solution Architects on enterprise-scale projects and bespoke integration logic
• Foster a proactive, solutionist team mindset
• Analyze customer pain-point trends and report insights to upper-level management

• Bachelor's degree in Computer Science, IT, or a related technical field
• 6+ years in a technical customer-facing role
• At least 1–2 years in a lead or supervisory capacity
• Expert-level knowledge of APIs (REST), JSON payloads, and SQL/database queries
• Proficiency in Python or JavaScript is highly preferred
• 5+ years of experience in the lending or fintech industry
• Ability to bridge deep technical discussions and C-suite business value
• Demonstrated ability to manage multiple high-stakes projects simultaneously
• Proven ability to assess needs, influence peers, and partner with senior executives

Demonstrates expertise in technical customer success management, with a strong focus on API integration, technical architecture, and team leadership. Proven ability to enhance client solutions in the lending and fintech sectors while driving process improvements and mentoring team members.

• Technical Success Management
• API Integration (REST)
• Python or JavaScript Proficiency
• Lending or Fintech Industry Experience
• Team Leadership and Mentorship

• APIs
• JSON Payloads
• SQL/Database Queries
• Technical Documentation
• Architecture Design
• Integration Guides

• Mentorship
• Collaboration
• Influencing Peers
• Problem-Solving
• Communication

• Bachelor's Degree in Computer Science
• Bachelor's Degree in IT

• Fintech
• Lending
• Customer Success
• Technical Support
• Solution Architecture