Customer Success Associate

United StatesRemoteFull Time$58,300–$81,600 /yrPosted 23 days agoVisa sponsorship available

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Role summary

Wisetack is seeking a Customer Success Associate (CSA) to engage with SMB customers, driving the successful activation of their financing solution. The role involves owning the onboarding process, managing merchant relationships, and ensuring customers maximize Wisetack's benefits for business growth. Responsibilities include educating customers, executing activation campaigns, and relaying product feedback to cross-functional teams. The ideal candidate is adaptable, intellectually curious, proactive, and possesses strong consultative communication skills, with comfort using AI tools and experience in Fintech and the SMB sector. A Bachelor's degree and 2+ years in a customer-facing role are required.

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
Key responsibilities include owning a structured onboarding process, managing merchant relationships, and driving measurable activation outcomes
Additionally, the CSA will actively gather and relay product feedback from merchants, contributing to ongoing improvements and innovation within Wisetack’s offerings
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
Communicate merchant needs, recurring blockers, and feedback to cross-functional partners, especially product, marketing, and partner teams
Collaborate actively with the growth and product teams to ensure consistent experience, share learnings, and consolidate feedback

### Benefits

Stock options
401(k) plan
Comprehensive health plans
Flexible PTO
FSA/HSA
Additional health services memberships
Learning and development stipends
Commuter benefits- 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
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
Comfort using AI tools to improve productivity, communication quality, and day-to-day workflow efficiency
Comfort with the types of technology we use as a team: Salesforce, Tableau, Salesloft, Slack, Google Suite, Claude, ChatGPT, Granola, Confluence, and more
Strong verbal and written communication via phone, text, video conferencing, and email
2+ years of experience in a customer-facing role, such as customer success, onboarding, support, sales, or account management
Bachelors degree
Demonstrated ability to use customer data and feedback to prioritize work, identify patterns, and surface opportunities for improvement
Product orientation, as evidenced by prior work in a technology start-up
Strong organizational skills, time management, and follow-through in a high-volume environment
Fintech experience
Experience with the home services sector or SMB sector

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