Customer Success Associate I

Role overview A customer-facing role focused on activating small and medium-sized business merchants onto a consumer lending platform used by service-based businesses. The position centers on guiding new customers through onboarding, helping them understand how the financing solution supports business growth, and driving measurable activation outcomes through consultative communication rather than traditional sales.

Responsibilities - Onboard new customers using multiple channels including phone, video conferencing, email, and text messaging. - Educate merchants on how the financing solution benefits their business, focusing on close rates and ticket sizes. - Execute ad-hoc activation campaigns aligned with evolving business needs. - Communicate merchant needs, recurring blockers, and feedback to cross-functional partners in product, marketing, and partnerships. - Collaborate with growth and product teams to ensure consistent customer experience and share insights from the field. - Gather and relay product feedback to contribute to ongoing platform improvements.

Requirements - 2+ years of experience in a customer-facing role such as customer success, onboarding, support, sales, or account management. - Bachelor's degree. - Comfort with team technology including Salesforce, Tableau, Salesloft, Slack, Google Suite, and collaboration tools like Confluence. - Demonstrated ability to use customer data and feedback to prioritize work and surface improvement opportunities. - Strong verbal and written communication across phone, text, video, and email. - Strong organizational skills, time management, and follow-through in a high-volume environment. - Prior work experience in a technology startup with product orientation. - Comfort using AI tools to improve productivity and workflow efficiency.

Nice to have - Fintech experience. - Experience with the home services sector or SMB sector.

Benefits and work setup - Base salary range of $58,300 to $81,600 plus a $4,000 annual discretionary bonus, equity, and benefits. - Hiring process uses AI tools to assist with screening while keeping human decision-making central.