Role Description At Uncapped, we help ambitious founders realize their dreams. Our Customer Success Manager ensures funded customers get maximum value from their Uncapped facilities, owning account health, renewals and upsells, and acting as the primary point of contact for post funding customer issues. We are transforming the way brands and retailers grow their revenue, and once a customer is funded, you're the person who keeps that relationship healthy, growing and coming back for more capital. You will 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. Qualifications - 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 - 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.

• Act as the primary point of contact for all assigned clients • Build strong, long-term relationships with decision-makers • Drive retention and expansion within your portfolio • Monitor usage metrics and engagement indicators • Advise clients on building WhatsApp marketing campaigns • Guide new customers through product implementation • Track KPIs related to adoption, retention, and campaign performance • Manage escalations and coordinate with technical teams • Use AI tools to support campaign creation • Maintain structured account notes and CRM updates

• As the primary contact, you ensure high customer satisfaction among parents and students (by phone, email and WhatsApp). • You always help our customers find the optimal solution and advise them with a caring ear during contract renewals and when determining the required lesson volume. • You coordinate closely with our tutor and education advisor teams. • You support customers during substitute arrangements and teacher changes to ensure a seamless transition of lessons that leads to success for the child. • You ensure problems are reliably resolved and even cancellation discussions are handled positively.

Role Description The Customer Success Manager plays a pivotal role in delivering a high-quality and consistent post-sale experience to Prosci clients. This position is responsible for client onboarding, customer coordination, relationship management, and supporting the adoption of change management services and products related to Prosci’s license and membership offerings. The specialist collaborates closely with internal teams to ensure clients achieve their objectives. Key success metrics for this role include: - Membership and license renewal rates - Minimized churn - Annual recurring revenue growth - Net Promoter Score (NPS) As a client-facing partner, the Customer Success Manager helps manage client engagements throughout the lifecycle, from onboarding through ongoing delivery and renewal readiness. Operating in a fully virtual environment, this role contributes to building trusted client relationships, monitoring client health, and supporting retention by ensuring a smooth, responsive, and well-coordinated experience. The role will also support pre-sales engagement, partnering with Sales toward the end of the sales cycle to help prospects understand what the post-sale relationship will look like. This may include joining sales calls to provide an overview of the onboarding process, customer journey, and ongoing engagement model, helping ensure a smooth transition from sales to customer success through a structured handoff process. A key responsibility of this role will be working with enterprise customers, which requires the ability to navigate complex organizations, engage with multiple stakeholders, and deliver a high-touch, white-glove customer experience. Candidates should be comfortable supporting enterprise-level engagements that often require strong coordination, strategic relationship management, and elements of project management. Driving customer retention and membership renewals within enterprise accounts will also be a critical responsibility, ensuring customers continue to realize value from Prosci’s offerings and remain engaged with the membership program. Key Responsibilities - Serve as a primary point of contact post-sale for license and membership clients - Set clear expectations around timelines, roles, and next steps while maintaining positive, professional client relationships - Conduct regular check-ins and support business reviews to understand client goals, progress, and satisfaction, escalating risks or opportunities as needed - Leverage best company practices to retain and renew Membership and Licensed software - Act as a trusted partner to clients by providing guidance, responding to questions, and proactively identifying potential needs or concerns - Participate in client meetings and calls to share updates, support execution, and contribute to an overall positive experience for license and membership clients - Collaborate with internal teams (e.g., delivery, sales, product, and operations) to address client issues and ensure timely follow-through - Capture and share client feedback to help inform service improvements and best practices across the customer success function - Support the implementation of Prosci’s solutions by guiding clients through setup activities and early adoption milestones - Help identify and troubleshoot service or usage issues pertaining to membership and license offerings, coordinating with appropriate internal teams to drive timely resolution - Maintain accurate and up-to-date records of client interactions, engagement levels, and satisfaction in CRM systems - Track and report on key client metrics such as usage, adoption, and engagement to support internal visibility and decision-making - Identify trends or early indicators of risk and flag them to the Director, Customer Success, with recommendations for next steps Qualifications - Bachelor’s degree in Business, Communications, or a related field, or equivalent relevant professional experience - 4–7 years of experience in customer success, account support, client services, or a related role - Demonstrated ability to support client relationships and contribute to successful service delivery in a collaborative environment Requirements - Experience using CRM systems to manage client data and track engagement; Salesforce experience preferred but not required - Proficiency with Microsoft 365 and virtual meeting platforms - Microsoft Office including basic capabilities plus proficient in Excel - General understanding of professional services delivery models; familiarity with change management concepts is a plus Additional Preferences - Familiarity with software-as-a-service (SaaS) and perpetual licensing models along with change management tools can provide a solid foundation for understanding client needs and driving adoption - Proven ability to view and service clients holistically, addressing not just immediate needs but also anticipating future challenges and opportunities, ensuring a comprehensive and seamless client experience