Customer Success Manager

The Team: 

Upstart’s lending partnership team is responsible for growing and managing the banks and credit unions that leverage Upstart’s consumer lending technology to enable access credit.    

As a Customer Success Manager, you will work directly with lending partners supporting their compliance, financial and product needs. 

How you’ll make an impact

• Respond rapidly to client requests and questions, ensuring all communications are timely, accurate, and professional.
• Drive business and revenue growth by partnering with financial institutions, managing projects end-to-end, ensuring compliance, and effectively negotiating priorities and deadlines.
• Collaborate cross-functionally with Product, Engineering, Compliance, Legal, Finance, and Operations teams to identify issues, implement new features, and deliver effective solutions.
• Champion the partner experience by gathering feedback, advocating for product enhancements, navigating regulatory concerns, and ensuring their needs are clearly represented internally.
• Continuously improve processes by streamlining workflows, implementing automation where possible, increasing efficiency, and elevating the overall partner experience, all while maintaining compliance and quality standards.

Minimum Qualifications 

• 5+ years of experience in a customer facing consulting, financial services, or operations role — ideally within a fintech or financial institution.
• Exceptional interpersonal and communication skills, with proven success collaborating across diverse teams and stakeholders.
• Client-focused mindset with the ability to build strong relationships with lending partners; experience in customer support, account management, or other external-facing roles is a plus.
• Self-starter attitude with a track record of thriving under pressure, managing multiple priorities, and taking initiative in ambiguous environments — no task too big or too small.
• Strong analytical, problem-solving, and prioritization skills, with the ability to turn insights into actionable results.
• Collaborative team player who embraces flexibility, adaptability, and a willingness to “wear many hats” in a dynamic environment.

Preferred Qualifications

• Knowledge of lending compliance 
• Experience interacting with C level executives
• Prior experience in financial services
• Advanced Level experience with MS Office and/or G Suite
• Experience with Looker or a similar BI tool

What you'll love: 

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart 
• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday, vacation, sick and safety leave  
• Supportive parental, family care, and military leave programs
• Annual wellness, technology & ergonomic reimbursement programs
• Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
• Catered lunches + snacks & drinks when working in offices

Position location This role is available in the following locations: Remote 

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

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