Customer Success Manager

OverviewWhere: Toronto (Hybrid: 3 days per week in office)Swoop is an exciting, fast-growing FinTech platform connecting SMBs to funding solutions through debt, equity and grants -- taking the stress out of financing for SMBs. Say goodbye to lengthy searches, arduous application forms and black holes of information. Swoop leverages core data points and financial information to help business owners understand the marketplace and uncover the best funding and saving solutions for their businesses. We do the heavy lifting across the entire application process so business owners can focus on running their business.Swoop for Advisors focuses on supporting Accountants, Bookkeepers and Financial Directors to easily identify ways for their clients to save, invest and grow. Advisors can utilize Swoop's technology, specialist funding teams and customer success team to source the best funding opportunities for their clients, all while educating themselves and their team to identify opportunities and market their new services to their client base.Position OverviewWe\'re seeking a dynamic Customer Success Manager who thrives at the intersection of relationship building and cutting-edge technology. This isn\'t just about maintaining accounts -- it\'s about empowering accounting professionals to become funding heroes for their clients while building a career at the forefront of FinTech innovation. If you\'re someone who lights up at the thought of helping advisors transform their practice and genuinely believes technology should make people\'s lives easier, we want to hear from you.In this role, you\'ll be the catalyst for advisor transformation:Champion advisor success - Serve as a trusted partner for accounting firms, ensuring they feel supported and empowered to leverage our platform to deliver exceptional value to their SMB clientsBuild relationships that last - Develop deep, authentic partnerships with your portfolio of accounting firms that drive retention, loyalty, and long-term customer lifetime valueBe the product expert - Master Swoop\'s technology and service offerings inside and out, becoming the go-to resource for advisors navigating technical challenges and uncovering new opportunitiesProtect and grow revenue - Monitor partner health with a keen eye, identify churn risks before they materialize, and proactively introduce solutions that expand our footprint within each firmBridge worlds seamlessly - Collaborate with sales, marketing, and operations teams to resolve issues quickly and optimize every touchpoint of the advisor experienceDrive strategic impact - Provide regular insights and reporting on partner relationships to senior leadership, shaping the future direction of our advisor channelFuel advisor growth - Help accounting professionals achieve their goals while simultaneously strengthening their relationship with Swoop, creating a virtuous cycle of successAbout You:Relationship builder extraordinaire - You have natural charisma and strong interpersonal skills that help you build rapport quickly and maintain trust over the long haulPressure performer - You\'ve proven your ability to handle complaints, escalations, and difficult conversations with professionalism, resilience, and a solutions-driven mindsetCommercial mind with heart - You possess genuine commercial acumen and can identify upsell opportunities without ever feeling pushy -- because you truly believe in the value you\'re deliveringSelf-starter with team spirit - You\'re confident working independently and taking initiative, but you\'re also a supportive team player who lifts others upBattle-tested professional - Prior experience in B2B Customer Success, Account Management, or Partner Management roles, ideally within Accounting Firms, Technology/SaaS, or Financial ServicesFinancially fluent – Familiarity with business funding, lending, or financial services is a strong plus, helping you better understand the goals and challenges of our partners’ clientsTech-savvy operator - Familiarity with CRM tools (e.g., HubSpot) to manage customer data and workflows efficientlyProactive problem solver - You think on your feet, offer creative resolutions under pressure, and see challenges as opportunities to add valueGrowth mindset champion - Ready to take on new challenges, spot growth opportunities, and set an example for others to learn fromBenefits5 weeks holiday annuallyCompetitive salary & short term incentive structureEmployee Healthcare benefits planHave a say in how the business evolves and scalesWork within a transparent, friendly and collaborative cultureLimitless challenge and scope for developmentEmployee DiscountsFlexible working (3 days in office)Recruitment process summaryCandidate screeningRound 1 InterviewRound 2 Interview (Practical presentation) #J-18808-Ljbffr