Customer Success Manager, Lending Partnerships

Upstart•San Mateo, CA

1d•Remote

About The Position

About Upstart Upstart is the 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 80% of borrowers are approved instantly, with zero documentation to upload. 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; Austin, Texas; and New York City, NY (opening Summer 2026). 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 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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.

Benefits

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