Customer Success & Onboarding Manager (Fintech SaaS) – Lendr

Website: https://joinlendr.com

Location: Remote (US-based, core availability Mountain Time)

Company: Lendr – Loan Management & Servicing Platform

Type: Full-time, W2

Starting Salary: $65,000 (performance-based growth opportunities)

Lendr (https://joinlendr.com) helps hard and private money lenders manage and service their entire loan portfolio in one place. Our platform automates document collection, underwriting, document generation, risk analysis, and more so lenders can scale without drowning in back office work.

We’re hiring a Customer Success & Onboarding Manager to own the journey from “signed” to “live” and make sure every new client gets value fast without needing the founder. This is an administrative, process-heavy, office-style role built around structure, documentation, follow-through, and customer interaction (not a technical engineering job).

What You’ll Own

Run all new-client kickoff/onboarding calls within 2–3 business days of contract close
Guide lenders through full account setup: users, pipelines, templates, automations, integrations, settings and notifications
Manage data/doc intake and coordinate with our team for any technical setup or imports
Build and maintain a simple, repeatable onboarding checklist and playbook
Proactively check in with new clients during their first 90 days and escalate risks early
Keep CRM records, notes, and internal docs spotless and fully updated
Turn repeated questions into self-serve assets: help docs, Loom videos, templates, FAQs
Surface product feedback patterns to the founder and product team

You will report directly to the founder and be accountable for onboarding outcomes, not just tasks.

What Success Looks Like (First 12 Months)

90% of new lender accounts fully live and using Lendr in production within 30 days
95% of new clients complete the onboarding checklist within 14 days
Founder time spent on onboarding reduced to < 2 hours/week by month 3
First-90-day churn for accounts you onboard remains near zero
A documented, repeatable onboarding playbook ready for future CS hires

This Role Is for You If…

You’re extremely organized and prefer structure, clear systems, and repeatable processes
You get annoyed when CRM fields, notes, or checklists are incomplete
You enjoy administrative work: follow-ups, documentation, data intake, structured steps
You like talking to customers and can walk them through workflows calmly and clearly
You thrive in a role where success is measured by client activation and retention
You’re comfortable navigating multiple screens, tools, and software interfaces
You communicate clearly, professionally, and without filler

This Role Is Not for You If…

You need constant reminders or someone to set your daily priorities
You don’t document things, forget to log actions, or dislike process
You get overwhelmed juggling multiple clients and onboarding timelines
Technology or computers intimidate you; you don't need to be a software developer, but you will need a higher than average technical acumen
You want a large team and lots of structure; this is a lean, high-ownership environment

Requirements

Excellent spoken and written English proficiency
Customer success, admin, onboarding, implementation, or similar role
Experience guiding customers through software setup and training
Competence with CRMs, spreadsheets, and multi-tool workflows
Ability to manage multiple onboardings simultaneously without losing detail
Bonus: experience with lending, loan servicing, or financial software
Bonus: B2B SaaS Experience
Bonus: Experience in the mortgage/lending industry

What We Offer

Starting salary: $65,000
2-Weeks PTO
Fully Remote Position