Customer Success Manager

Credit Mountain is a company that partners with credit unions to help their members improve their credit and qualify for loans. They are seeking a Customer Success Manager to manage relationships with credit union partners, ensuring successful onboarding and ongoing support while driving retention and expansion efforts.

Responsibilities:

• Day-to-day relationships with a portfolio of credit union partners — quarterly check-ins, regular touchpoints, and being the person they call first
• Running QBRs against an established agenda — bringing data, surfacing wins, and flagging risks
• Onboarding new credit unions using our existing playbook — kickoff calls, portal configuration, staff training, and launch milestones
• Running renewal and expansion conversations with support from CS leadership — you'll drive the motion, we'll back you up on the strategic calls
• Monitoring partner health — Climber enrollment, credit pulls, loan outcomes — and getting ahead of issues before they show up in a retention conversation
• Executing against our existing playbooks and helping us refine them as you learn what's working and what isn't
• Keeping our internal systems (Monday, Notion, Slack) clean and current so the rest of the team always knows where each partner stands

Requirements:

• 2+ Years Experience
• 1–2 years in a Customer Success, Account Management, or Implementation role — ideally at a B2B SaaS or fintech company
• You've run customer calls solo and you're comfortable with the rhythm of a CSM job — touchpoints, QBRs, escalations, renewals
• You're hungry to learn and not precious about doing things your way. You see strong existing playbooks as a feature, not a constraint
• Comfortable holding professional conversations with credit union executives — VP of Lending, CMO, COO
• Data-fluent. You can pull a report, read it, and translate it into a recommendation a non-technical stakeholder will act on
• Sharp, organized, self-directed — you can run 10–20 active relationships without dropping things
• Strong written and verbal communication, especially in async, remote-first environments
• Background in credit unions, community banking, consumer lending, or fintech
• Experience with CSM tooling
• Exposure to expansion or renewal conversations, even if you weren't the primary owner
• Comfort working at an early-stage company where things move fast