Customer Success Associate I (East)

Company Overview

Founded in 2018, Wisetack develops transparent and user-friendly lending products tailored to service-based businesses like HVAC companies, veterinarians, and auto repair shops. Our leadership hails from top fintech firms such as Lending Club, Affirm, and Varo Money. With $84 million raised from prominent venture capitalists like Insight Partners, Greylock, Quadrille, and Bain Capital Ventures, we are a well-capitalized startup with a focus on sustainable growth and innovative partnerships.

We have received multiple accolades, including:

• #21 on the 2024 Inc. 5000 list for revenue growth
• #15 on the 2024 Deloitte Fast 500 for revenue growth
• 2024 Best Embedded Finance Solution by Banking Tech Awards
• 2023 Best Consumer Lending Program by Tearsheet
• 2023 Best Point of Sale Product by Fintech Breakthrough

Our customers have recognized us with an outstanding Net Promoter Score (NPS) of 79, significantly above industry averages. We are proud of our company culture and have earned nominations for Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.

We embody core values that guide all our endeavors:

• Putting customers first at every opportunity
• Maintaining agility and quick decision-making typical of a startup
• Leading by example and documenting best practices
• Taking full ownership of responsibilities
• Promoting a collaborative and ego-free work environment that prioritizes ethical financial products

Role Summary

The Customer Success Associate (CSA) is a vital customer-facing role focused on assisting small and medium-sized business clients to successfully implement and maximize Wisetack’s financing solutions. The CSA will guide merchants through a structured onboarding process, ensuring they understand how Wisetack can improve sales metrics such as close rates and ticket sizes. This role emphasizes consultative interaction rather than traditional selling and requires building strong relationships to facilitate early success and increased loan volume.

The ideal candidate will be adaptable, proactive, and motivated to refine activation strategies. Intellectual curiosity, diligence, and a dedication to genuine customer success are essential, with a focus on long-term outcomes and integrity. Additionally, the CSA will serve as a conduit for merchant feedback to internal teams to promote continual product and service enhancements.

Key Responsibilities

• Facilitate onboarding of new customers through phone, video calls, emails, and text messaging channels
• Educate merchants on the advantages Wisetack brings to their businesses
• Carry out special activation campaigns aligned with business objectives
• Relay recurring issues, merchant needs, and feedback to cross-functional departments including product, marketing, and partners
• Work collaboratively with growth and product teams to standardize experiences, share insights, and compile feedback for improvements

Qualifications & Experience

• Minimum 2 years in a customer-centric role such as customer success, onboarding, support, sales, or account management
• Bachelor's degree required
• Proficiency with tools like Salesforce, Tableau, Salesloft, Slack, Google Suite, AI platforms (Claude, ChatGPT), Granola, and Confluence
• Ability to analyze customer data and feedback to prioritize tasks, detect trends, and identify enhancement opportunities
• Excellent verbal and written communication skills across all mediums including phone, text, video, and email
• Highly organized with strong time management and follow-through in high workload situations
• Prior exposure to product-focused roles within technology startups
• Comfort leveraging AI tools to boost productivity, communication, and workflow efficiency

Desirable Additional Experience

• Background in fintech sector
• Experience working with home services or small and medium-sized business sectors

Compensation & Benefits

The salary range for this role is $58,300 to $81,600 annually, supplemented by a discretionary yearly bonus of $4,000, equity participation, and additional benefits. Individual compensation will depend on qualifications, skills, and competencies.

Hiring Practices

Our recruitment process incorporates artificial intelligence tools to aid candidate screening and evaluation, intended to support human decision-making. Details about our data privacy policies can be found within the company’s Privacy Policy documentation.