Onboarding Manager / Customer Success Manager
United States of America
Full Time
3 hours ago
Visa Sponsor
Key skills
FCRA Credit ReportingMortgage Origination ProcessesOnboarding ManagementImplementation ManagementCustomer Success ManagementSaaS EnvironmentMeridianlink Credit Link PlatformMortgage Industry KnowledgeCustomer RetentionProject ManagementSaaSCommunicationCustomer SuccessSales
About this role
Lenders One Mortgage Cooperative is a national mortgage cooperative that assists independent mortgage bankers, banks, and credit unions in enhancing their market competitiveness. The Onboarding Manager / Customer Success Manager will guide new clients through the onboarding process, manage implementation timelines, and ensure ongoing customer success by addressing technical issues and building strong relationships with key contacts.
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
- Collaborate with internal teams (sales, marketing, product, and operations) to align member expectations and deliver a consistent experience
Requirements:
- Strong customer-focused mindset with experience in Customer Satisfaction, preferably in FCRA Credit Reporting or mortgage origination processes
- Experience managing onboarding, implementation, or customer success workflows in a SaaS, cooperative, 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