Customer Success Manager

Role Summary

At Uncapped, we empower driven founders to accomplish their ambitions. As a Customer Success Manager, you will ensure that clients who have received funding derive maximum advantage from their Uncapped facilities. You'll oversee account health, renewals, upselling, and serve as the main point of contact post-funding. Our mission is to revolutionize how brands and retailers increase revenue, making this role essential to nurturing and expanding existing client relationships.

About Uncapped

Established in 2019, Uncapped is a top fintech firm offering working and growth capital to e-commerce enterprises across North America and Europe. Utilizing diverse data sources and advanced models, we accelerate and secure credit decisions. We collaborate with major global e-commerce marketplaces, including Amazon and Walmart, aiming to be the leading alternative lender worldwide.

Key Responsibilities

• Manage a portfolio of funded US clients through their entire post-funding journey — onboarding, renewal, upselling, and re-engagement.
• Oversee post-funding onboarding to ensure customers comprehend repayment schedules, account access, and support options from the start.
• Continuously gauge account status and proactively connect with customers before potential issues escalate.
• Drive reactivation and re-engagement of inactive or churned customers by running targeted campaigns, collaborating with Sales and Marketing to revive capital use.
• Handle renewals and upsells, including additional funding, credit line expansions, and refinancing, coordinating with Revenue Operations and Underwriting.
• Serve as the main escalation contact, resolving issues promptly or directing complex cases to relevant teams like Operations, Risk, or Engineering.
• Monitor and enhance customer satisfaction metrics such as NPS and CSAT through proactive support and experimentation.
• Develop expertise in small business financing and contribute customer insights to product development processes.
• Effectively utilize tools such as HubSpot, Back Office, Aircall, and support AI solutions to streamline routine inquiries.

Candidate Profile

• Minimum of 4 years experience in customer success, account management, or commercial roles within B2B fintech, financial services, or e-commerce sectors.
• Excellent interpersonal skills: personable, emotionally intelligent, and adaptable in communication styles.
• Strong analytical capability combined with sound commercial and financial understanding to confidently discuss repayment and refinancing options.
• Proficient with CRM platforms like HubSpot or Salesforce.
• Keen interest in the dynamic fintech and e-commerce growth markets.
• Exceptional organizational and time management abilities to manage multiple accounts simultaneously without oversight.
• Proactive and determined attitude with the competence to handle escalations independently and escalate appropriately.

Compensation and Benefits

• Unlimited paid leave promoting rest and well-being.
• Competitive salary package.
• Personal development fund to enhance skills and career growth.
• Monthly recognition programs celebrating achievements.
• Opportunity to impact the entrepreneurial landscape in the US and Europe significantly.
• Optional workspaces available in Warsaw, London, and Atlanta.

Additional Information

Applications will only be accepted from candidates who are authorized to work in the United States without visa sponsorship.