Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage a portfolio of funded US clients throughout the entire post-funding lifecycle, from onboarding to renewal, upsell, and re-engagement.

• Oversee post-funding onboarding, ensuring customers are well-informed about their repayment schedules, account access, and support channels from day one.

• Monitor account health across your portfolio and proactively reach out when indicators suggest a customer may require assistance before issues arise.

• Take charge of reactivating and re-engaging past and dormant customers by executing win-back campaigns for churned or denied applicants, as well as clients who have not sought additional capital, collaborating with Sales and Marketing to reintegrate them into an active facility.

• Handle renewals and upsells, including top-ups, line of credit extensions, and refinancing into new products, working closely with RevOps and Underwriting to triage and appropriately route each deal type.

• Serve as the primary contact for customer escalations, resolving issues directly when possible and directing complex matters to the appropriate team, including Operations, Risk, Collections, Partnerships, or Engineering.

• Track and enhance NPS and CSAT through proactive aftercare, problem-solving, and testing solutions with your clients.

• Become a subject matter expert in the small business financing sector and represent the customer's voice, providing insights back to product development.

• Utilize our tools effectively, including HubSpot, Back Office, and Aircall, while identifying opportunities for AI-powered support, such as Nova, to alleviate routine queries.

⛳️ Requirements

• A minimum of 4 years of experience in customer success, account management, or commercial closing roles within B2B fintech, financial services, or e-commerce.

• An innate people person: charismatic, emotionally intelligent, and capable of adapting your communication style to suit your audience.

• Strong analytical skills combined with commercial and financial acumen, comfortable discussing repayment terms, top-ups, and refinancing options with assurance.

• Familiarity with a CRM platform such as HubSpot or Salesforce.

• A genuine interest in the high-growth e-commerce and fintech ecosystem.

• Excellent organizational and time management skills, able to manage a portfolio of accounts at various stages without overlooking any details.

• A determined and proactive attitude, comfortable taking ownership of escalations and knowing when and where to direct them.

🏝️ Benefits

• Unlimited holiday: we believe that well-rested and happy individuals make the best employees.

• Competitive compensation package.

• Personal growth fund: Elevate your skills from great to exceptional.

• Monthly recognition and awards: Celebrate achievements, both big and small.

• The chance to make a significant impact daily on the lives of entrepreneurs in Europe and the US.

• Optional workspaces available in Warsaw, London, and Atlanta.