Customer Success Associate I (East) at Wisetack
United States
$58.3k - $81.6k
<div class="content-intro"><p>Since 2018, Wisetack has been building transparent and intuitive consumer lending products that help service-based businesses thrive (think HVAC companies, veterinarians, or auto repair shops).</p> <p>Our leadership team comes from top fintech companies such as Lending Club, Affirm, and Varo Money. And we’re backed by leading VCs, including Insight Partners, Greylock, Quadrille, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more).</p> <p>Having raised $84M, we’re a well-funded startup and have invested in people and technology while growing our partnerships — responsibly.</p> <p>We’re also proud to have received recognition from the fintech world. Awards we’ve won include:</p> <ul> <li><a href="https://www.inc.com/profile/wisetack">Ranked #21 on 2024 Inc. 5000</a> based on revenue growth</li> <li><a href="https://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/fast500-winners.html">Ranked #15 on 2024 Deloitte Fast 500</a> based on revenue growth</li> <li><a href="https://informaconnect.com/banking-tech-awards-usa/2024-winners/">2024 Best Embedded Finance Solution</a> for Banking Tech Awards</li> <li><a href="https://www.wisetack.com/press/wisetack-wins-2023-best-consumer-lending-program-award">2023 Best Consumer Lending Program</a> by Tearsheet</li> <li><a href="https://www.wisetack.com/press/fintech-breakthrough-names-wisetack-best-point-of-sale-solution">2023 Best Point of Sale Product</a> by Fintech Breakthrough</li> </ul> <p>But what you’ll find us gleaming about the most is the recognition from our own customers, particularly our sky-high NPS rating of 79. (For reference, the average score is 44 for<a href="https://customergauge.com/benchmarks/blog/financial-services-nps-benchmarks"> financial services</a> and 36 for<a href="https://customergauge.com/benchmarks/blog/nps-saas-net-promoter-score-benchmarks"> SaaS companies</a>.)</p> <p>As a result of our efforts in building this healthy company culture, we’ve been nominated to several<a href="https://www.greatplacetowork.com/certified-company/7046639"> Great Places to Work</a> lists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.</p> <p>Like any startup, we’re in it for the long haul, and we’re looking for people willing to join our journey of building something special together.</p> <p>This process starts with our company values, which guide us in everything we do — and have played a critical role in our success. We valiantly abide by them, and would expect you to do the same:</p> <ul> <li>Put customers first (that’s our M.O.)</li> <li>Act fast (leverage our startup environment).</li> <li>Lead the way (show and tell).</li> <li>Take ownership (everyone is hands-on here).</li> <li>Be a good human (no egos, build financial products that do right by people).</li> </ul> <p>Learn more about our values<a href="https://www.wisetack.com/values"> here</a>.</p></div><h3><strong>The Role</strong></h3> <p>The Customer Success Associate (CSA) will play a pivotal role in directly engaging with our SMB customers to drive the successful activation of Wisetack as their preferred financing solution. This role helps merchants understand how Wisetack can support close rates, ticket sizes, and overall business growth, while ensuring new customers are set up to successfully maximize their use of Wisetack to grow loan volume.</p> <p>Key responsibilities include owning a structured onboarding process, managing merchant relationships, and driving measurable activation outcomes. While this role is not a traditional sales role, it does require consultative communication skills and the ability to guide conversations toward the fastest path to early success with Wisetack.</p> <p>The ideal candidate will be highly adaptable, motivated, and eager to experiment with various strategies to refine and optimize our merchant activation playbook. This position requires someone who is intellectually curious, diligent, proactive, and deeply committed to customer success, always prioritizing integrity and long-term results over short-term gains. Additionally, the CSA will actively gather and relay product feedback from merchants, contributing to ongoing improvements and innovation within Wisetack’s offerings.</p> <h3><strong>Responsibilities</strong></h3> <ul> <li>Onboard new customers using different channels (phone calls, video conferencing, emails and text messaging)</li> <li>Educate new customers about the benefits Wisetack brings to their business </li> <li>Executing ad-hoc activation campaigns, as determined by business needs</li> <li>Communicate merchant needs, recurring blockers, and feedback to cross-functional partners, especially product, marketing, and partner teams </li> <li>Collaborate actively with the growth and product teams to ensure consistent experience, share learnings, and consolidate feedback</li> </ul> <h3><strong>Requirements</strong></h3> <ul> <li>2+ years of experience in a customer-facing role, such as customer success, onboarding, support, sales, or account management</li> <li>Bachelors degree </li> <li>Comfort with the types of technology we use as a team: Salesforce, Tableau, Salesloft, Slack, Google Suite, Claude, ChatGPT, Granola, Confluence, and more</li> <li>Demonstrated ability to use customer data and feedback to prioritize work, identify patterns, and surface opportunities for improvement</li> <li>Strong verbal and written communication via phone, text, video conferencing, and email</li> <li>Strong organizational skills, time management, and follow-through in a high-volume environment</li> <li>Product orientation, as evidenced by prior work in a technology start-up</li> <li>Comfort using AI tools to improve productivity, communication quality, and day-to-day workflow efficiency</li> </ul> <h3><strong>Bonus points</strong></h3> <ul> <li>Fintech experience</li> <li>Experience with the home services sector or SMB sector</li> </ul> <h3><strong>Conclusion</strong></h3> <p><em>The range of base salary for the position is between $58,300.00 - $81,600.00, plus $4,000 annual discretionary bonus, equity, and</em><a href="https://www.wisetack.com/careers"><em> benefits</em></a><em>. Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level and competencies.</em></p> <h4>Spend a little time on our<a href="https://www.wisetack.com/about"> About Us page</a> and check out our<a href="https://www.wisetack.com/press"> Press page</a> and our<a href="https://www.wisetack.com/blog"> blog</a> for more. If you think this might be a fit, we’d love to hear from you!</h4><div class="content-conclusion"><p>This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making. Our data practices are described in Wisetack’s <a href="https://wisetack.us/#/privacy">Privacy Policy. </a></p> <p> </p></div>
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