Customer Success Manager

About Wayflyer

Our mission is to give the world access to the best products by empowering great brands to reach their growth potential. Join us!

Wayflyer is revolutionising eCommerce by levelling the playing field for founders across the world. Our first product, the Merchant Cash Advance, solves a major pain point for brands: access to short-term finance to fund inventory and marketing spend. Since launching in April 2020, we've deployed over $3.3bn in funding to over 4,000 eCommerce founders across 11 countries.

We've helped companies like Wild, Dock & Bay and Branch take their businesses to the next level. Check out this video from Davie Fogherty, another one of our brilliant customers, giving a great explanation of what we do and how we helped The Oodie go from strength to strength.

We're a fast-growing, venture-backed startup that serves a critical need for eCommerce entrepreneurs. You'll be joining an ambitious, collaborative team that's working on a huge opportunity.

We announced our Series B in February 2022 raising $150m in funding at $1.6bn valuation; backed by world-leading VCs including QED and DST Global.

Teams at Wayflyer are truly cross-functional. Regardless of your role at Wayflyer, you'll work with a variety of different disciplines and teams from around the world on a multitude of challenging projects and game-changing products to revolutionise the eCommerce landscape. This role can be hired in Atlanta/New York.

What you'll do

The CSM role will manage a book of business of our larger customers. You will be asked to do the following:

• Manage a book of business of eCommerce customers as an individual contributor

• Maintain a high level of engagement and satisfaction to successfully drive customer retention, net income attainment, and LTV.

• Apply a dedicated customer success process across the book of business. Use this to guide and coach customers to find optimal solutions for their business needs and identify common customer challenges.

• Be diligent and thorough with internal operations and processes.

• Deliver accurate and up to date forecasts to the business on what you will achieve on a weekly and monthly basis.

• Be proactive with analysis to understand trends in your book of business and identify areas of opportunity.

• Provide feedback to contribute to improvements in our sales and operational processes.

• Foster a collaborative and supportive culture within the US CS team, as well as the Global CS team.

Knowledge, skills and experience

• Preferred 2+ years experience in Sales, ideally with finance related products, or Customer Success, ideally with a focus on finance, eCommerce, Wholesale or other related fields

• Experience in Solution Selling and/or MEDDICC methodologies (Desired).

• Consistent track record of exceeding targets

• Results-focused and a 'whatever it takes' attitude

• Accountability and personal organization are essential

• Excellent communication, customer service, and teamwork skills

• Analytical mindset adept at critical thinking - a problem-solver able to use data to make autonomous decisions

• Experience working in a fast paced / start up / scale up environment, and particularly adept at prioritization

What is important to point out is that you can do most or all of the above mentioned and can point to your real experience doing it. You've probably done it at companies of different shapes, sizes and industries. Given what we do, experience in financial services, fintech and business-to-business organisations is particularly interesting to us.

On top of that, you're amazing at prioritisation. You make sure you're not spread too thin while also giving teams the support they need. You spend your time on the things that make a positive difference. People get why you've chosen to say 'yes', 'no', or 'not yet', and are ok with it.

What you're like as a person and how you treat people is a big deal for us. People love working with you. You're helpful and generous with your time and knowledge. People love helping you back. People know where they stand with you.

You're always looking to learn and grow, on a personal and professional level. And you're always looking to help others learn and grow by sharing your own knowledge and experience.

You know why diversity, equality, inclusion and belonging matters, and speak up when we can do better.

What happens next

We'll review every application we receive. If we're interested in taking your application further, we will be in touch to find out more about you and what you're looking for.

What perks and benefits do we offer?

• Two company-wide wellness days per year

• Work remotely abroad for up to 60 days a year

• Employee assistance programme

• Medical insurance

• Generous parental and adoptive leave policies

• Equity scheme - so you can share in our success!