[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Lenders One Mortgage Cooperative is a national mortgage cooperative that provides tools, services, and expertise to independent mortgage bankers, banks, and credit unions. They are seeking a Customer Success Manager who will guide new clients through the onboarding process and manage implementation timelines while ensuring ongoing customer success.

Responsibilities

• Guide new clients through the onboarding process, from vetting to full onboarding and technical implementation
• Serve as a single point of contact for any escalation or technical issues, ensuring ongoing customer success
• Manage implementation timelines, configure and coordinate access to relevant technology, and complete member training
• Build and maintain strong relationships with key contacts, monitor member engagement, and proactively address questions or obstacles that arise
• Track success metrics, gather feedback to improve the onboarding journey, and collaborate with internal teams (sales, marketing, product, and operations) to align member expectations and deliver a consistent experience

Skills

• Strong customer-focused mindset with experience in Customer Success role, preferably in FCRA Credit Reporting or mortgage origination processes
• Experience managing onboarding, implementation, or customer success workflows in a FCRA credit or services environment
• Proven Relationship Building and Customer Retention skills, with the ability to foster trust, manage expectations, and support ongoing member success
• Excellent written and verbal communication skills, with the ability to explain complex concepts simply and tailor messaging to different stakeholder levels
• Strong organizational and project management abilities, including handling multiple member accounts, priorities, and deadlines in a remote setting
• Comfort working independently while collaborating effectively with cross-functional teams in a virtual environment
• Knowledge of the mortgage industry, and FCRA credit reporting or Meridianlink Credit Link platform is preferred

Benefits

• 401k plans with company matching – we want to empower you to foster your career, and prepare for retirement
• Comprehensive Medical, Dental, and Vision insurance plans
• Tax-free Flexible Spending Account
• Life insurance, short-term, and long-term disability
• Wellness/EAP Programs
• 10 paid holidays, plus 19 paid-time-off days per year
• Paid Parental Leave

Company Overview