Senior Customer Success Manager | Bankrate
About The Position
This role is open to remote or hybrid candidates (East Coast preference), with hybrid being central to our New York, NY or Charlotte area offices. Must be able to work Eastern Standard Time hours. We’re looking for a Sr. Customer Success Manager (CSM) who’s part strategist, part operator, and fully invested in helping partners grow. You’ll manage a portfolio of relationships across mortgage lenders, shaping strategies, analyzing performance, and driving initiatives that create real business impact. You won’t just advise, you’ll own the outcomes. You will manage a portfolio of high-value mortgage lending partners, using deep data analysis to shape strategies and drive measurable business impact. This is a high-visibility role where you will partner closely with an Account Manager (AM) to ensure a seamless experience: while the AM focuses on the commercial relationship, you own the performance strategy and the data-driven roadmap to success.
Requirements
- 3-5+ years of experience in Customer Success, Partner Management, Account Management, Strategy, or Consulting. Experience within Financial Services (Lending,, Fintech, BaaS) a plus.
- Analytical and curious — you dig into the data to understand what’s really driving results. Strong analytical skills needed, with comfort working in Excel/Sheets and data visualization tools (Looker, Tableau, etc).
- Experience using CRM tools (Salesforce, Gainsight, ChurnZero) to automate workflows and scale operations
- A strong communicator who can simplify complexity and tell compelling stories with numbers.
- Demonstrated ability to manage customer relationships through performance analysis and outcome-based decision-making.
- Entrepreneurial mindset — comfortable navigating ambiguity and building structure from scratch.
Responsibilities
- Own Performance Strategy: Build and deepen relationships with key lending partners. You’ll be the primary driver of their ROI, ensuring Bankrate delivers results that exceed their business goals
- Architect for scale: Identify opportunities to automate routine tasks and build scalable operational processes, ensuring our CS engine runs efficiently as the portfolio expands. Help evolve our approach to customer success by developing playbooks, frameworks, and best practices for how we grow together.
- Be the Data Authority: You don’t just look at dashboards; you interrogate them. You’ll use Excel and visualization tools (Looker/Tableau) to diagnose account health, identify hidden growth levers, and provide evidence-based recommendations.
- Lead High-Stakes Reviews: Drive Quarterly Business Reviews (QBRs) and strategic deep-dives that simplify complex data into compelling stories, influencing partner stakeholders at the executive level.
Benefits
- Health Insurance Coverage (medical, dental, and vision)
- Life Insurance
- Short and Long-Term Disability Insurance
- Flexible Spending Accounts
- Holiday Pay
- 401(k) with match
- Employee Assistance Program
- Paid Parental Bonding Benefit Program
- Flexible Paid Time Off (PTO): We believe time to rest and recharge is essential. That’s why we offer a generous and flexible PTO policy. Full-time employees accrue 20 days of PTO for a full calendar year annually, with an increase to 25 days after five years of service.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
