Customer Success Manager

What You Will Do

• Own a portfolio of funded US customers throughout the full post funding lifecycle, from onboarding through to renewal, upsell and re engagement.
• Own post funding onboarding, ensuring customers understand their repayment schedule, account access and support channels from day one.
• Monitor account health across your portfolio and proactively reach out when signals suggest a customer needs attention before it becomes a problem.
• Reactivate and reengage past and dormant customers, running win-back campaigns for churned or denied applicants and customers who haven't taken further capital, coordinating with Sales and Marketing to bring them back into an active facility.
• Manage renewals and upsells, including top-ups, line of credit extensions and refinancing into new products, working closely with RevOps and Underwriting to triage and route each deal type correctly.
• Act as the primary point of contact for customer escalations, resolving what you can directly and routing complex issues to the right team, whether that’s Operations, Risk, Collections, Partnerships or Engineering.
• Track and drive improvements to NPS and CSAT through proactive aftercare, problem-solving and testing solutions with your customers.
• Become a subject matter expert on the small business financing space and act as the voice of the customer, feeding insights back into product development.
• Work effectively within our tools, including HubSpot, Back Office and Aircall, and help identify where AI-powered support like Nova can take routine queries off your plate.

Requirements

• 4+ years of experience in customer success, account management or commercial closing roles in B2B fintech, financial services or e-commerce.
• A natural people person: charismatic, emotionally intelligent and able to adapt your communication style to your audience.
• Excellent analytical skills tempered with commercial and financial acumen, comfortable discussing repayment terms, top-ups and refinancing options with confidence.
• Working knowledge of a CRM such as HubSpot or Salesforce.
• Genuinely interested in the high-growth e-commerce and fintech ecosystem.
• Excellent organization and time management skills, able to juggle a portfolio of accounts at different stages without letting anything slip.
• A tenacious and proactive approach, comfortable owning escalations and knowing when and where to route them.