Customer Success Manager

Uncapped

Customer Success Manager overseeing funded US customers from onboarding to renewal at Uncapped. Ensuring account health and driving growth through strong relationships and support.

Posted 7/13/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success and account management within the B2B fintech and financial services sectors, with a strong focus on customer engagement, retention strategies, and financial acumen. Proficient in utilizing CRM tools and driving improvements in customer satisfaction metrics.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementFinancial AcumenCRM ProficiencyCustomer Engagement Strategies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OnboardingAccount Health MonitoringRenewals ManagementUpsellingWin Back CampaignsProblem SolvingAnalytical SkillsFinancial DiscussionsRepayment TermsRefinancing Options

Soft Skills

Emotional IntelligenceAdaptabilityOrganizationTime ManagementProactivity

Tools & Technologies

HubSpotSalesforceBack OfficeAircallAI Powered Support

Industry Keywords

B2B FintechFinancial ServicesE CommerceCustomer SatisfactionNPSCSATSmall Business Financing

About the role

Key responsibilities & impact

Own a portfolio of funded US customers throughout the full post funding lifecycle, from onboarding through to renewal, upsell and re engagement.
Own post funding onboarding, making sure customers understand their repayment schedule, account access and support channels from day one
Monitor account health across your portfolio and proactively reach out when signals suggest a customer needs attention before it becomes a problem
Own reactivation and re engagement of past and dormant customers, running win back campaigns for churned or denied applicants and customers who haven't taken further capital, coordinating with Sales and Marketing to bring them back into an active facility
Manage renewals and upsells, including top ups, line of credit extensions and refinancing into new products, working closely with RevOps and Underwriting to triage and route each deal type correctly
Act as the primary point of contact for customer escalations, resolving what you can directly and routing complex issues to the right team, whether that's Operations, Risk, Collections, Partnerships or Engineering
Track and drive improvements to NPS and CSAT through proactive aftercare, problem solving and testing solutions with your customers
Become a subject matter expert on the small business financing space and act as the voice of the customer, feeding insights back into product development
Work effectively within our tools, including HubSpot, Back Office and Aircall, and help identify where AI powered support like Nova can take routine queries off your plate

Requirements

What you’ll need

4+ years of experience in customer success, account management or commercial closing roles in B2B fintech, financial services or e commerce
A natural people person: charismatic, emotionally intelligent and able to adapt your communication style to your audience
Excellent analytical skills tempered with commercial and financial acumen, comfortable discussing repayment terms, top ups and refinancing options with confidence
Working knowledge of a CRM such as HubSpot or Salesforce
Genuinely interested in the high growth e commerce and fintech ecosystem
Excellent organization and time management skills, able to juggle a portfolio of accounts at different stages without letting anything slip
A tenacious and proactive approach, comfortable owning escalations and knowing when and where to route them

Benefits

Comp & perks

Unlimited holiday: we believe that well-rested and happy people make the best employees
Competitive compensation plan
Personal growth fund: Raise your game from great to spectacular
Monthly recognition and awards: Celebrate wins big and small
The opportunity to make a big impact every day on the lives of European and US entrepreneurs.
Optional workspaces in Warsaw, London and Atlanta