Customer Success Manager

Customer Success Manager Job AdLoanPro is a Fintech SaaS company, providing core lending infrastructure (software and cloud configuration) to mid-market and large lenders. Our market leading product enables clients to be more efficient, organized, and streamlined in the lending business. LoanPro's software manages over 18 billion dollars in loans, with customers throughout North America. Our amazing employees are driving the growth of our exciting, profitable company - you should be here with us!The RoleAs a Customer Success Manager specializing in the mid-market customer base, your primary responsibility is to foster strong relationships with a diverse portfolio of clients. This role involves understanding the unique needs and challenges of individual customers within the mid-market segment and proactively addressing their concerns. From onboarding to ongoing support, you'll work closely with customers to ensure they maximize the value of the product or service, identifying opportunities for upselling or cross-selling when appropriate. Communication and operational skills are crucial as you determine the most effective ways to have routine touch points with the customer base. You will serve as the main point of contact, providing guidance, troubleshooting, and delivering exceptional customer experiences. Additionally, you will analyze customer data to identify trends, propose improvements, and collaborate with cross-functional teams to enhance overall customer satisfaction and retention within the mid-market customer base.What You'll Do * Customer Onboarding:*

Develop and implement standardized onboarding processes for efficient and effective customer transitions. * Create customized onboarding plans based on the specific needs of each customer within the long-tail segment. * Proactive Outreach: * Establish a systematic approach for regular check-ins and proactive outreach to ensure customer satisfaction. * Identify key milestones or trigger events to initiate timely and relevant communication. * Customer Training: * Coordinate training programs and resources to empower customers to use products or services optimally. * Provide educational materials and resources to address common queries and enhance customer self-sufficiency. * Issue Resolution: * Serve as the primary point of contact for issue resolution, promptly addressing customer concerns and facilitating solutions. * Collaborate with internal teams to streamline the resolution process and minimize customer downtime. * Feedback Collection: * 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. * Upselling and Cross-Selling: * Identify opportunities for upselling or cross-selling based on customer usage patterns and needs. * Collaborate with sales teams to maximize revenue potential within the long-tail customer base. * Customer Health Monitoring: * Establish 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. * Documentation and Reporting: * Maintain accurate and up-to-date customer records, documenting interactions and key touchpoints. * Generate regular reports to track customer success metrics, providing insights for strategic decision-making. * Customer Advocacy: * Identify satisfied customers for potential advocacy programs, testimonials, or case studies. * Cultivate strong relationships to turn satisfied customers into vocal advocates for the brand. * Cross-Functional Collaboration: * Collaborate with sales, marketing, and product teams to ensure a unified approach to customer success. * Share customer insights and feedback to drive product improvements and align marketing strategies. * Scalability Planning: * 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 noticeWhat You'll Need * 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. * Experience in loan management or financial services is a plus. * 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 & BeliefsWhy You'll Love Working Here * Competitive compensation * Market-competitive Medical, Dental, and Vision Coverage* 401k 1-1 contributions up to 3% and a .5 contribution up to 5%* Generous Paid Time Off and Holiday Schedule * Fully stocked breakroom * Ability to make a real difference* A value-based, innovation-focused, learning culture * Endless opportunities for growth; when we grow, you grow - and vice versa!