Customer Success Manager

Customer Success Manager

About Sync1 Systems

Sync1 Systems is a CUSO based in Austin, TX focused on delivering top-tier service through our Loan Origination System. We partner with credit unions across the country to power their lending programs, and our Customer Success team is at the heart of those relationships.

About the Role

We are looking for a dedicated and personable Customer Success Manager to join our team. In this role, you will serve as the primary point of contact for a portfolio of credit union lenders - acting as a trusted advisor, relationship manager, and internal advocate. The ideal candidate has a passion for helping others, a knack for building meaningful lender relationships, and the ability to deliver exceptional service grounded in deep product knowledge.

Role & Responsibilities

• Own a portfolio of credit union accounts, serving as the primary relationship contact and day-to-day liaison.
• Build and maintain strong, long-term relationships with lenders through consistent communication, software training, webinars, and in-person meetings.
• Meet regularly with lenders to ensure their needs are met and they are maximizing the value of the Sync1 platform.
• Keep lenders informed of new software updates, features, and enhancements relevant to their lending programs.
• Handle inquiries and requests from lenders promptly, addressing needs and resolving issues in a timely manner.
• Identify upsell opportunities and present integrations and expanded capabilities that support lender goals.
• Drive contract renewals by demonstrating ongoing value and maintaining high levels of lender engagement.
• Capture and communicate lender feedback internally to inform product development and service improvements.
• Maintain accurate account records and activity documentation to support team reporting and leadership visibility.

Note: 20-30% travel is required for on-site lender visits.

Required Skills & Experience

• 2+ years of experience in customer success, account management, or a related client-facing role.
• Strong relationship-building skills - comfortable engaging with everyone from frontline staff to C-suite contacts.
• Excellent communication skills, both written and verbal, with the ability to tailor messaging to different audiences.
• Strong organizational skills and the ability to manage multiple accounts and priorities simultaneously.
• Self-motivated and proactive - solutions-oriented with a sense of urgency.
• Strong problem-solving skills with comfort navigating ambiguity.

Preferred Skills

• Experience with Loan Origination Software or lending platforms.
• Background in financial services, lending, or the credit union industry.
• Familiarity with CRM tools and programs (Monday, Hubspot).
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Benefits

• Medical, Dental & Vision
• FSA / DCA
• Life Insurance
• Short & Long-Term Disability
• Paid Time Off & Holidays
• 401(k) with Matching

Must be legally authorized to work in the U.S. without sponsorship. Please submit your resume for consideration.