Customer Success Manager
New
U
UncappedFintech E-commerce
United States. Atlanta, Georgia, United States. New York, New York, United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4+ years
- Required Skills
- SalesforceAccount ManagementCRMCustomer SuccessHubSpot
Requirements
- 4+ years of experience in customer success, account management, or commercial closing roles.
- Industry experience in B2B fintech, financial services, or e-commerce.
- Strong analytical and commercial acumen, with experience discussing financial terms and refinancing options.
- Working knowledge of CRM software, specifically HubSpot or Salesforce.
- Excellent organization and time management skills for handling a diverse portfolio of accounts.
- Tenacious, proactive approach to problem-solving and escalations management.
- Strong interpersonal skills with the ability to adapt communication styles to different audiences.
- Genuine interest in the high-growth e-commerce and fintech ecosystem.
Responsibilities
- Own the full post-funding lifecycle for a portfolio of US customers, from onboarding to renewal and upsell.
- Monitor account health and proactively engage customers to address potential issues before they escalate.
- Execute reactivation and re-engagement campaigns for dormant customers or past applicants.
- Manage renewals, upsells, line of credit extensions, and refinancing in coordination with RevOps and Underwriting.
- Serve as the primary point of contact for customer escalations, routing issues to the appropriate internal teams.
- Track and improve NPS and CSAT scores through proactive aftercare and problem-solving.
- Act as the voice of the customer, providing insights to internal product development teams.
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