What are the responsibilities and job description for the Customer Success & Onboarding Manager position at Lendr?
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
Salary : $65,000