Customer Success Manager

We are looking for a Customer Success Manager to join our rapidly growing startup at Fulton Market in Chicago, where speed and innovation drive our success. In this role, you will support and train finance partners, oversee backend loan processes, assist retailers with financing, and cultivate strong client relationships. You will work closely with finance, sales, and technical teams to ensure seamless operations and outstanding service. The ideal candidate is someone who enjoys building things from the ground up and can adapt quickly to change and is excited to take initiative and drive improvements! Check us out at: Conduit.ag

Training & Onboarding:

• Provide comprehensive training to new retail partners on processes and systems.
• Train and lead the Customer Success team to enhance efficiency

Financial & Operational Support:

• Handle backend loan processing, modifications, and interest invoicing.
• Collect and review financing documentation from growers and retailers.
• Conduct credit reviews and ensure compliance with financing requirements.

Retailer & Relationship Management:

• Build and maintain strong, long-term relationships with retail partners.
• Serve as the primary contact for retailers, lenders, and internal teams.
• Manage retailer accounts and support business growth.

Cross-Team Collaboration:

• Work closely with Tech Team, and Account Managers.
• Address and resolve issues related to the FinTech platform for both growers and retailers.

Marketing & Documentation:

• Collaborate with the marketing team on customized campaigns and materials.
• Maintain and update training documentation.

Reporting & Data Entry:

• Maintain reports on business financing, loan statuses, and other key metrics.
• Analyze data, generate reports, and communicate insights to business partners.

Travel Requirements:

• Based in Chicago, with occasional travel to visit business partners as needed.

Qualifications:

• Strong analytical skills with experience in credit and finance operations.
• Knowledge of government compliance related to collections policies and practices.
• Proficiency in office software, including spreadsheets and word processing.
• Excellent organizational, communication, and problem-solving skills.
• Ability to handle confidential information with discretion.

Education & Experience:

• Bachelor's degree in business, a related field, or equivalent experience required.
• Experience in customer success/onboarding with the credit field preferred.
• Experience and success working in a startup environment preferred.
• Customer sales experience and the ability to drive business growth.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. While performing the duties of this Job, the employee is regularly required to sit for extended periods of time at a desk utilizing the phone and a computer. The employee is occasionally required to stand, walk, stoop, kneel, and crouch. The employee must occasionally lift and/or move up to 25 pounds. Some travel to other locations and industry meetings.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.