Customer Success Associate

Who We Are

Settle is on a mission to make buying inventory super easy. Since the company’s inception in 2019, we’ve been building a cashflow management platform that allows founders and small business owners to more easily manage their company’s financial health with a mix of accounts payable and flexible financing tools. We already work with some amazing brands that you probably know and love, like Branch Furniture, Olipop, Truvani, Starface, and Ghia.

Check us out in On Deck's Top Companies of 2023, Forbes' Next Billion-Dollar Startups, Techcrunch and this Kleiner blog post.

About the role:

In our dynamic, small team with ambitious goals, you'll excel with strong customer relationship and account management skills. We're looking for someone who proactively identifies opportunities and devises innovative strategies to elevate our customer service. You should thrive on understanding our clients' needs and contributing to product development. Adaptability is key, as we embrace a culture of continuous learning, growth, experimentation, and agility.

What you'll do:

• Manage and grow a portfolio of small/mid-sized businesses: Oversee a portfolio of SMBs with a focus on reducing churn, uncovering revenue opportunities, and ensuring customer success.
• Listen to customer needs and problem-solve: Engage with customers to understand their challenges and facilitate their success by leveraging Settle's Working Capital and Bill Pay Solutions.
• Facilitate regular customer engagement: Coordinate customer check-ins, including quarterly business reviews, credit meetings, and product feedback sessions.
• Proactively engage with customers: Initiate proactive communication to monitor and support their business objectives, achievements, and significant milestones.
• Collect and provide competitive insights: Gather regular customer feedback to deliver valuable competitive insights to product and engineering teams.
• Stay updated on product knowledge: Maintain expertise on the latest features, products, and best practices across our suite of offerings.
• Collaborate with the Credit team: Work closely with our Credit team to effectively manage our existing working capital portfolio.
• Collaborate with the Sales team: Work with the Sales team to ensure a smooth transition for customers.
• Record customer interactions: Maintain comprehensive records of customer interactions and communications within Salesforce.
• Be a connector: Match customers to opportunities with internal stakeholders from partnerships, marketing, products, and more.

What You’ll Need

• Proven Experience: 3-5 years of experience in customer success or account management, preferably in fintech, fintech w/credit products, bill pay, and/or inventory management.
• Startup Mentality: Ability to be resourceful and thrive in dynamic, rapidly evolving environments, effectively navigating internal change management.
• Location: San Francisco, Bay Area or NYC highly preferred.
• Customer-First Mindset: A customer champion with a demonstrated commitment to exceeding expectations and consistently going the extra mile to advocate for customers.
• Excellent Communicator: Strong written and verbal communication skills, ensuring seamless interactions with customers and internal teams.
• Problem-Solving: Ability to remain level-headed when resolving challenging customer situations and escalated iss