Customer Success Manager
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Job Description
Customer Success Manager onboarding and growing financial-institution clients using Worth AI’s SMB underwriting and decisioning platform. Driving adoption, resolving workflow issues, and managing customer relationships.
Responsibilities:
- Assist and support the implementation process for newly acquired clients, ensuring a smooth onboarding experience
- Onboard new clients and provide hands-on training on AI-driven solutions for underwriting, risk assessment, and financial decision-making
- Build and nurture client relationships as a trusted advisor on financial services, underwriting processes, and regulatory considerations
- Develop client success and growth plans to maximize utilization and support expansion
- Proactively assess client satisfaction, identify workflow challenges, and recommend solutions
- Serve as the frontline point of contact for issues involving underwriting workflows, data integrations, or AI performance
- Maintain client demographic, portfolio, and underwriting data in CRM and internal systems
- Collaborate with internal teams to ensure seamless service delivery and problem resolution
- Gather and relay post-implementation customer feedback to product development
- Advocate internally for customer-centric improvements across FinTech and underwriting use cases
- Monitor customer success metrics and develop improvement strategies
- Own and grow an assigned book of business and key client accounts
- Initiate monthly client contact, identify needs, and sell appropriate products
- Maintain internal reporting, organization, and ticketing systems
- Partner with Customer Success leaders to identify trends in underwriting performance, risk outcomes, and customer usage
- Identify and execute process improvements
- Lead weekly client syncs, steering committees, QBRs, and onsite sessions as needed
- Perform other duties as assigned
Requirements:
- 3+ years of experience in customer success, account management, or a related field
- Excellent communication and relationship-building skills
- Proven ability to manage multiple projects and clients effectively
- Strong analytical and problem-solving skills
- Experience in the software or technology industry is highly desirable
- Ability to thrive in a fast-paced environment and adapt to changing priorities
- Experience in FinTech, credit and risk industries
- Working understanding of underwriting principles, credit risk, lending workflows, and financial data models
- Strong knowledge of AI technologies and their applications in financial technology, underwriting, credit decisioning, and risk management
- Proficiency with CRM platforms such as Monday and HubSpot, ticketing systems such as Linear, and customer success tools
- Proven ability to independently own onboarding, escalations, and executive relationships without heavy ramp time
Benefits:
- Health Care Plan (Medical, Dental & Vision)
- 401 (k)
- Life Insurance
- Unlimited Paid Time Off
- 9 paid Holidays
- Work From Home
- Free Food & Snacks (for those in Orlando, FL)
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