Customer Success Manager
JUDI.AI is a SaaS platform that helps credit unions and community banks modernize small business lending. JUDI.AI uses AI-driven decisioning, cash-flow-based underwriting, and automation to reduce friction, improve consistency, and expand access to capital for small businesses. The platform enables financial institutions to modernize credit decisioning, improve operational efficiency, and better serve their communities.
, we’re building the future of intelligent decisioning for credit unions and community banks — and we’re looking for a high-performing Customer Success Manager to help our customers realize real, measurable value as we scale.
This is a hands-on leadership role for someone who thrives in a fast-moving startup environment, brings deep credibility in credit unions or community banks, and knows how to engage confidently with executive-level leaders through to front-line teams in a way that earns trust and confidence.
What You’ll DoAs a Customer Success Manager, you’ll own customer outcomes across the full lifecycle — from onboarding and adoption to ongoing support and long-term success — while setting the standard for excellence, judgment, and customer trust.
You will:
- Act as a trusted advisor in complex, high-impact customer scenarios, balancing urgency, accuracy, and regulatory considerations
- Build strong relationships with credit union and community bank executives, operations leaders, and technical stakeholders, earning credibility at every level
- Serve as a consultative advisor to customers, guiding them on lending workflows, configuration choices, and best practices to get the most value from JUDI.AI
- Design and deliver engaging user training — from onboarding sessions to refresher and new-feature training — that builds confidence and drives adoption across executive, lending, and operations teams
- Lead by example in resolving complex customer issues, ensuring high standards for accuracy, documentation, and follow-through
- Proactively identify customer risk, strengthen adoption, and support renewal readiness
- Partner closely with Product, Engineering, Operations, and Sales to translate customer needs into clear technical and operational context
- Champion automation and AI-enabled workflows to scale impact, improve quality, and reduce customer friction
- Direct experience working with credit unions or community banks (required)
- Experience in Customer Success, Support, Operations, or Technical Support within B2B SaaS
- Demonstrated ability to engage and influence executive-level stakeholders as well as day-to-day users, building trust quickly
- Proven ability to train and educate users of all technical levels, translating complex features into clear, practical guidance
- A consultative, advisory approach — you ask the right questions, understand the customer’s goals, and recommend the best path forward
- Strong experience with system configuration, workflows, or complex software platforms
- Comfort operating in regulated financial environments (fintech, lending, payments strongly preferred)
- Confidence navigating ambiguity and competing priorities in a growth-stage startup
- Make a meaningful impact supporting credit unions, community banks, and the small businesses they serve
- Work cross-functionally with smart, mission-driven teammates
- Help shape how Customer Success scales in a fast-growing fintech
- Operate with autonomy, ownership, and trust
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