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Customer Success Associate

1 month ago

San Francisco, California, United States Settle Full time
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 issues, ensuring customer satisfaction.
  • Team Player: Excel in a team environment, willing to jump in and support members of the wider customer success, support, and business operations teams. Able to work independently, prioritizing your day and workload for success.
  • Cross-Functional Skills: Partnering with stakeholders in Operations, Data, Engineering, Legal, and Capital Markets.
  • Data & Reporting: Create reports and consolidate data to provide customers or internal stakeholders.
  • Tools & Software: Proficient with Salesforce and other CS-related software such as Notion, Chorus, Intercom, and/or Metabase.

Compensation:

This role offers an annual base salary range of $75,000 - $95, % variable comp + equity + benefits. Actual compensation will be determined by various factors, including your skills and experience.

Benefits & perks that we offer:
  • Unlimited PTO
  • Flexible and remote work culture
  • Competitive compensation and equity
  • Health, dental, and vision coverage for you and your dependents
  • Lunch & commute reimbursement when working in the NYC office located near Union Square
  • $500 home office set up reimbursement
  • $2500 annual growth and development stipend
  • $50 monthly food delivery gift card
  • 401k
  • Brex company card
  • HSA/FSA
  • WeWork membership
  • ERG groups e.g. LGBTQIA+, Women @ Settle, and more
  • Employee Referral Program
  • Team building events


Our Commitment to You

At Settle we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all of our team members to uphold these commitments.