Customer Success Manager- US Expansion

About Lendesk
We’re a financial technology company on a mission to help people feel confident in their mortgage decision and deliver a seamless experience. Our flagship product is an advanced digital mortgage origination platform that connects borrowers, brokers, and lenders. We’re a fast-growing team of 60+ employees, composed of innovative and engaged individuals working collaboratively to deliver a unique digital home buying experience. We’re also a remote-first company with team members across Canada.

At Lendesk, diversity is our strength. What makes us different, makes us stronger. We believe that a variety of backgrounds, cultures, beliefs, experiences, identities, and voices make for a better and inclusive workplace.

The Role:
We are hiring a Customer Success Manager for our U.S. expansion, reporting to our Director of Customer Success.  The Customer Success Manager will play a key part in helping brokers and partners successfully use our SaaS Solution. When an issue arises the job requires coordination with our developers, product managers, and lender partners to uncover problems and solutions. This role is at the centre of important discoveries, communicating across different teams at Lendesk, and with clients and lenders. 

Responsibilities

• Responsible for supporting the onboarding of new clients in conjunction with Account Managers and creating a highly engaged client base who are submitting directly to Rocket (our parent company).
• Evaluate and drive client engagement by designing, executing and testing onboarding strategies 
• Management of inbound user chat requests, calls and email inquiries.
• Provide daily support to our users of Finmo US including answering questions, analyzing problems, and quickly forming solutions to remove customer impediments.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Maintain detailed records of interactions with customers, problem-solving activities, and completed solutions along with any further actions required of management or development and product teams.
• Collaborate with development and product teams to establish goals and objectives for product improvements and upgrades.
• Host onboarding and training sessions 
• Maintain documentation and troubleshooting procedures to help both support personnel and end users of Fuse.
• Maintain internal team member education resources and conduct training of new hires
• Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.
• Communicate client-specific features and enhancements to our customers
• Identifying and/or collaborating on Special Projects as approved by Director of CS.
  

Skills & Experience

• 4-6 years Customer Success Management experience with minimum 2 years experience as a team lead or people management
• Experience in the mortgage industry (preferably in the USA) considered an asset
• Degree in Business, Communications or similar
• A passion for helping clients succeed
• Exceptional verbal and written communication skills
• Highly refined time management skills
  

What We Offer:

In addition to the exciting work, great people and a fun and supporting culture, we offer extensive benefits and perks package:

• Competitive salaries: base + bonus upside
• Comprehensive benefit plan including dental, medical, as well as health and wellness and vacation stipends
• Lendesk is remote first - your office is where you choose it to be across Canada!
• The latest in hardware and software tools
• Budget for continuous development and training
  

You must be a current Canadian resident to be considered for this role. A candidate selected for this position must pass a criminal background check.

Lendesk is committed to offering competitive salaries to all our team members. This role has a salary range of $60,000- $90,000. For experienced candidates, we typically hire at or near the midpoint of the salary band to ensure there’s room for continued growth and development. Compensation is determined based on the skills, experience, and qualifications you bring to the team, as well as the impact you will have on the business and the growth you’ll achieve in the role. Throughout your time at Lendesk we’ll continue to have conversations about your career development and you’ll have the opportunity to build an amazing career with us.