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Role Description

The Account Manager, Support & Onboarding plays a critical role within the Customer Success Home Lending team. This role is responsible for leading the onboarding experience for new partners and delivering high-quality, reactive support for existing accounts.

• Lead the onboarding of new partners, managing the end-to-end account setup process to ensure a seamless and timely launch.
• Serve as a subject matter expert on Bankrate systems and partner-facing tools, providing technical guidance, troubleshooting, and issue triage.
• Deliver reactive support for active accounts, resolving partner inquiries and escalating issues as needed to ensure timely resolution.
• Act as a liaison between partners and internal teams, facilitating clear communication around campaign updates, performance questions, and operational changes.
• Coordinate cross-functional collaboration with Sales, Product, Marketing, Data, and Operations to ensure successful onboarding and ongoing support.
• Identify process improvement opportunities that enhance efficiency, partner engagement, and overall service quality.

Qualifications

• 3–5 years of experience in Support, Onboarding, Account Management, or Customer Success — preferably within financial services, fintech, or media partnerships.
• Experience using Zendesk, Intercom, or similar ticketing/support platforms to manage inbound requests, triage issues, and track resolution.
• Strong written and verbal communication skills with the ability to build credibility and trust with partners and internal stakeholders.
• Highly organized with strong prioritization skills; able to manage multiple tickets, onboarding timelines, and deliverables simultaneously.
• Comfortable navigating complex internal systems and translating technical details into clear, partner-friendly communication.
• Proactive mindset with a strong sense of ownership and accountability.

Requirements

• Total Cash Compensation Range: $80,000 – $100,000 per year
• New York City (hybrid) Total Cash Compensation Range: $80,000– $125,000 per year

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): 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.