Client Success Manager driving client satisfaction and solution adoption for fintech solutions. Collaborating with teams to achieve business goals and minimizing churn risk across client relationships.
About the role
- Customer Success Agent supporting post-funding client relationships at Journey Capital, a leading online lender. Ensuring client satisfaction and engagement through proactive communication and support.
Responsibilities
- Own the post‑funding customer experience end‑to‑end, including onboarding, welcome outreach, portal enablement, communication preferences, and access to account documentation.
- Act as the primary non‑sales point of contact across the customer lifecycle, delivering proactive check‑ins that reduce reactive support needs.
- Drive consistent, high‑quality communication that strengthens customer trust and improves NPS.
- Educate customers on effective use of the customer portal functions.
- Clearly explain how customer behavior impacts renewal eligibility, pricing, and future borrowing opportunities.
- Provide guidance and education on risks to long‑term financing health.
- Ensure customers understand available programs and offers in a clear, advisory, non‑sales manner.
- Own the LOC renewal program for open lines not reviewed in 24+ months, including proactive outreach and review initiation.
- Work cross-functionally Risk, Sales, and Collections teams, ensuring alignment and smooth execution.
- Monitor unused or minimally used LOCs, engage customers to assess continued suitability, and surface recommendations to maintain, adjust, or close accounts.
- Manage customer expectations throughout renewal and review processes with transparency and clarity.
- Conduct structured outreach to customers who do not renew to understand decision drivers and retention opportunities.
- Engage customers who refinance or renew with competitors to gather qualitative feedback on offer structure, pricing, and experience.
- Support competitor‑related payout inquiries in a non‑confrontational, informational manner, preserving long‑term relationships.
- Identify recurring themes impacting churn, competitiveness, and repeat borrowing behavior.
- Represent the customer voice internally, identifying experience gaps and friction points.
- Maintain accurate reporting on engagement, renewals, usage, and customer feedback to inform leadership decisions.
- This role will evolve as the business grows.
Requirements
- A customer‑focused approach built on listening and trust.
- Excellent verbal and written communication skills, in French and English.
- The ability to organize, prioritize, and manage multiple files with accuracy.
- Strong professional judgment and a consultative, non‑sales approach.
- Flexibility and adaptability in an evolving environment.
- The ability to collaborate effectively with cross‑functional teams.
- An interest in continuous improvement and representing the voice of the customer.
- A willingness to learn, receive coaching, and grow in the role.
Benefits
- Competitive compensation
- Flexible work schedule
- Remote or in-office work
- $1,500 for professional training and classes
- Free English or French tutoring classes
- Free gym access
- Free coffee & snacks
- Regular events & team building activities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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