Job Description
*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.
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. They ensure a seamless partner launch, drive fast time to value, and maintain strong, trust-based relationships through responsive issue resolution and cross-functional coordination. This role works closely with the primary Account Manager (AM) assigned to each account and Customer Success Managers (CSMs) to support overall account health, retention, and growth.
What You’ll Do:
- 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.
What We’re Looking For:
- 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.
Compensation:
This range reflects total cash compensation, which may include base salary only or base salary plus target bonus, depending on the role. Where eligible, equity may also be offered separately and not included below. Actual compensation varies based on location, experience, and qualifications.
- Total Cash Compensation Range: $80,000 – $100,000 per year
*New York City (hybrid) Total Cash Compensation Range: $X80,000– $125,000 per year
Additionally, the following benefits are provided by Red Ventures, subject to eligibility requirements.
- 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.
Who We Are:
Bankrate is redefining the future of financial decision-making. For nearly five decades, we’ve empowered tens of millions of consumers to make smarter financial choices and helped hundreds of leading financial institutions grow. Today, we’re evolving from a marketplace into a next-generation technology platform—underpinned by proprietary data, AI-driven innovation, and deep enterprise integrations. With our track record of delivering consumers quantifiably better offers—for example, on home loans where we lead the market—Bankrate stands at the center of the $60B U.S. financial services acquisition opportunity. As we expand through omnichannel marketing and strategic partnerships, and launch unique consumer product applications, we’re building a more efficient, personalized, and connected financial ecosystem—one grounded in trust. Join us as we transform five decades of credibility into the next era of financial technology.
Red Ventures is an equal opportunity employer that does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or any other basis protected by law. Employment at Red Ventures is based solely on a person’s merit and qualifications.
We are committed to providing equal employment opportunities to qualified individuals with disabilities. This includes providing reasonable accommodation where appropriate. Should you require a reasonable accommodation to apply or participate in the job application or interview process, please contact [email protected].
If you are based in California, we encourage you to read this important information for California residents linked here.
#li-br
#li-sf1
Click here for more details regarding the employee privacy policy: https://www.redventures.com/legal/us-emp-privacy-notice
Questions about this Privacy Notice can be directed to [email protected]. Alternatively, you may raise any questions or concerns to your manager, HR Business Partner, or through the Privacy Team.
