Customer Success Associate I

Wisetack

About The Position

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. 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. 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.

Requirements

2+ years of experience in a customer-facing role, such as customer success, onboarding, support, sales, or account management
Bachelors degree
Comfort with the types of technology we use as a team: Salesforce, Tableau, Salesloft, Slack, Google Suite, Claude, ChatGPT, Granola, Confluence, and more
Demonstrated ability to use customer data and feedback to prioritize work, identify patterns, and surface opportunities for improvement
Strong verbal and written communication via phone, text, video conferencing, and email
Strong organizational skills, time management, and follow-through in a high-volume environment
Product orientation, as evidenced by prior work in a technology start-up
Comfort using AI tools to improve productivity, communication quality, and day-to-day workflow efficiency

Nice To Haves

Fintech experience
Experience with the home services sector or SMB sector

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
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