Customer Success Associate

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). 

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, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more).

Having raised $84M, we’re a well-funded startup and have invested in people and technology while growing our partnerships — responsibly. 

We’re also proud to have received recognition from the fintech world. Awards we’ve won include:

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 financial services and 36 for SaaS companies.)

As a result of our efforts in building this healthy company culture, we’ve been nominated to several Great Places to Work lists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.

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. 

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:

Put customers first (that’s our M.O.)
Act fast (leverage our startup environment).
Lead the way (show and tell).
Take ownership (everyone is hands-on here).
Be a good human (no egos, build financial products that do right by people).

The Role
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 is crucial in helping merchants understand how Wisetack can significantly boost their business growth while ensuring that new customers maximize their use of Wisetack to grow loan volume.

Key responsibilities include managing and nurturing customer relationships by owning the onboarding process, with a strong focus on hitting measurable activation metrics. While this role is not centered on traditional sales, the CSA will be deeply involved in activating newly signed-up merchants, ensuring they are fully equipped to leverage Wisetack’s offerings.

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.

Responsibilities
Onboard new customers using different channels (phone calls, video conferencing, emails and text messaging)
Educate new customers about the benefits Wisetack brings to their business 
Executing ad-hoc activation campaigns, as determined by business needs
Communicating merchant needs and feedback to the broader organization (especially product, marketing, and partner managers). 
Collaborate actively with the growth and product teams to ensure consistent experience, share learnings, and consolidate feedback.
Requirements
2+ years of experience in a customer-facing role, such as customer success, support, sales, or account management
Comfort with the types of technology we use as a team: Salesforce, Tableau, Salesloft, Slack, Google Suite, and Confluence, to name a few
Demonstrated ability to analyze customer data and feedback to identify trends and areas for improvement
Strong verbal and written communication via phone, text, video conferencing, and email
Strong organizational and time management skills
Product orientation, as evidenced by prior work in a technology start-up
Bonus points
Fintech experience
Experience with the home services sector