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
Lenders One is a mortgage cooperative that helps independent mortgage bankers, banks and credit unions operate competitively within the industry, and efficiently within their community. It was founded in 2000, and is headquartered in St Louis, Missouri, USA, with a workforce of 11-50 employees. Its website is http://www.lendersone.com.