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.
• Monitor account health across your portfolio and proactively reach out when signals suggest a customer needs attention before it becomes a problem.
• Reactivate and re engage past and dormant customers, running win back campaigns for churned or denied applicants and customers who haven't taken further capital.
• 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.
• 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.
• A 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.