Partner Success Manager
Department: Operations | Type: Full-Time
Position Overview
Sunlight Financial is seeking a Partner Success Manager based on the West Coast to support our contractor network during Pacific Time business hours. This role is central to ensuring our contractors have a seamless experience with the loan process, resolving issues quickly, training users, and helping maintain strong working relationships between our contractors and capital providers. The ideal candidate is a proactive problem-solver with excellent communication skills and a passion for partner success.
Key Responsibilities
- Champion contractor success by providing hands-on guidance and support to contractors.
- Partner with Contractors to investigate and resolve borrower complaints in a timely and professional manner.
- Train contractors on how to effectively use our platform, including onboarding new users and supporting ongoing platform adoption.
- Serve as a responsive point of contact for contractor questions and support requests via phone and email.
- Ensure seamless day-to-day operations between contractors and capital providers, escalating and coordinating cross-functionally as needed.
- Monitor recurring issues or trends in contractor feedback and relay insights to internal teams to support continuous improvement.
- Maintain accurate records of contractor interactions, issue resolution, and complaint outcomes.
Location & Schedule
This is a remote position requiring residency on the West Coast, as the role supports contractor partners during Pacific Time business hours. The position may require occasional travel.
Application Instructions
To be considered for this position, please include the exact job title, "Partner Success Manager" in red font at the very top of your resume. Applications that do not include this requirement may not be considered.
Qualifications
- 2+ years of experience in relationship management, account management, customer/partner success, or a related client-facing role.
- Located on the West Coast, with the ability to work core business hours in Pacific Time.
- Strong verbal and written communication skills, with a professional and empathetic phone and email presence.
- Experience resolving customer or partner complaints with patience, discretion, and sound judgment.
- Comfortable learning and training others on web-based software platforms; portal or fintech experience is a plus.
- Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
- Experience working in the home improvement industry.
- Experience in financial services or other contractor-facing industries is a plus.
What We Offer
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision benefits.
- 401(k) with company match.
- 20% quarterly bonus
- A collaborative, mission-driven team environment.
- Opportunities for professional growth within a fast-growing fintech company.
Sunlight Financial is an Equal Opportunity Employer.
Requires 2+ years in relationship, account, customer, or partner success; strong communication; complaint resolution; web-based platform training; organization; and home improvement industry experience.
Key Responsibilities
- supporting contractors
- resolving complaints
- training users
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — California, United States
- Salary: USD 70,000 – 77,000 / year
- Languages: English
Benefits
- 401k matching
- Retirement plan
About Sunlight Financial LLC
A financial technology company connecting contractors with capital providers for loan financing. — Industry: Finance