Customer Success Manager



United States · Remote
Posted on Friday, May 17, 2024

About Upstart

Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than two-thirds of Upstart loans are approved instantly and are fully automated.

Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.

Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!

The Team

Upstart’s Customer Success Manager team is dedicated to helping our Credit Union and Bank clients understand their Upstart Program. We assist Lending Partners in the operational side of the business working with external stakeholders anywhere from finance teams to compliance teams and beyond.

As a Customer Success Manager, your aim is to improve the overall experience for our bank partners and be proactive strategic partners to our customers.

Position Location - This role is available in the following locations: Remote, USA

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.

How you’ll make an impact:

  • Drive business and revenue growth by partnering with financial institutions, managing projects independently, ensuring compliance, and negotiating priorities with bank customers around project completion deadlines.
  • Optimize communication via interfacing directly with partners in Product, Engineering, Compliance, Legal, Finance, and Operations divisions to solve problems, implement new features, and navigate project issues.
  • Amplify the voice of the partner through collecting feedback, driving product enhancement requests, maximizing task and communication impact, and working through regulatory concerns.
  • Enhance workflow by propelling continuous improvement, increasing process efficiency, augmenting the LP experience, implementing automation when possible, and ensuring compliance with project requirements.

What we’re looking for:

  • Minimum qualifications:
    • 5-7+ years of experience in a consulting, financial or operations role within financial services or fintech
    • Excellent interpersonal and communication skills and adept at working with multiple stakeholders
    • Ability and desire to interact with, and relate to, lending partners. Experience in investor relations, account management, or other externally-facing communication roles is a plus
    • A self-starter mentality with the ability to work well under pressure, thrive working under limited direction, juggle competing projects, and an attitude that no job is too challenging or too small
    • Strong problem solving and prioritization skills
    • A team player who is willing to wear many hats
  • Preferred qualifications:
    • Knowledge of lending compliance
    • Experience interacting with C level executives
    • Advanced Level experience with MS Office and/or G Suite
    • Experience with Looker

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



At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

United States | Remote - Anticipated Base Salary Range
$99,800$138,000 USD

Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com