Senior Customer Success Manager

About Parachute

Predatory lenders are the only choice for over 8 million Canadians who have low credit scores. These high interest loans with hidden fees create a negative spiral that makes it almost impossible to achieve financial stability. Canadians need a more sustainable solution.

Meet Parachute - the Financial Care company - enabling well-being through transformative lending and aiming to become the Noom of Financial Services.

We're on a path to strong sustainable growth, built by a team with deep experience in financial services, behavioral science, and building start-ups.

We look for exceptional people with an entrepreneurial spirit who want to join an innovative and rapidly growing company that is focused on customer success, and that has an incredible social purpose at the core. People with a can-do team attitude, who are at their best when the pressure is on. If you thrive in a fast-paced environment and want a career, not a job, we might be made for each other.

The ideal candidate will be collaborative, determined, inventive, smart, decisive, able to build strong relationships across the company, identify issues and opportunities, create a vision, and translate that into action for our Customer Success team. They will embrace Parachute's audaciousness and can operate in a diverse and agile environment.

The ideal candidate will possess:

• A passion for revolutionizing financial services, with a particular interest in financial wellness.
• A passion for understanding, engaging, and assisting Parachute members, with the ability and willingness to engage constantly with customers.
• A minimum of 3-5 years of experience in the customer-facing customer success field in financial services (specifically around credit).
• Experience with consumer lending.
• A proactive mind-set and a self-starter.
• A strong passion for the mission of financial wellness and literacy.
• Smart thinker, innovator, & decision-maker who can inspire customer loyalty.
• Excellent communication skills.
• Experience in handling customer queries tactfully and diplomatically to ensure that they stay engaged in our program.
• Extraordinary organizational and time management skills.
• Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
• Expert communication skills and the ability to hold C-level customer conversations that drive business outcomes.
• Empathy, humility and listening skills.

Additional qualifications that would be considered an asset:

• Experience with Microsoft Suite products and intermediate proficiency in Excel.
• Familiarity with CRM systems (Hubspot) and hands on execution.
• Experience in social media.
• Credit counselling accreditation would be an asset (or willing to get certified).
• Having experience in B2C SaaS company.

As the Senior Customer Success Manager, you will play a pivotal role in ensuring the success of our customers. Reporting to the CEO, your responsibilities will include:

• Putting customer success above everything. 100% of the time. No exception.
• Overseeing customer communications through inbound and outbound calls, emails, and chat platforms.
• Handling collections for past due accounts to ensure timely payments.
• Collaborating with the IT team to resolve technical issues efficiently.
• Ensure excellence in customer success at every stage of the customer journey; evaluating and analyzing customer needs both in initial lead conversations and throughout the journey.
• Proactively onboarding new customers.
• Building/enhancing customer education and training.
• Building trust and transparency with customer.
• Developing highly engaged, healthy customer relationships.
• Continually assessing our customers' financial health to get them on track for financial wellness and keep them there.
• Acting as a customer advocate while promoting customer loyalty and engagement; helping them to believe in their potential when they otherwise might not.
• Reporting and administration on customer rewards, engagement metrics, financial health scores KPIs and other reporting needs as required.

We are an Equal Opportunity Employer
At Parachute, we see diversity as a strength, striving to create an inclusive, accessible workplace where every individual feels valued, respected, and heard. Join us on our mission to redefine financial care and make a positive impact in millions of lives.