Associate Customer Care - US (Cresskill- 3 days/w from the office)

Mesh Payments Inc.; United States; Hybride; USD 70 000 - 105 000; Plein temps

Avantages offerts par ce poste

Dental & Vision Benefits

Disability & Life Insurance

FSA

Parental Leave

Unlimited Vacation Policy

Company equity

Hybrid and flexible

401K (US)

Résumé du poste

Mesh Payments Inc. is seeking a Customer Success Manager to lead onboarding for a portfolio of startups and small businesses. You will monitor health, drive adoption through targeted programs, and identify opportunities to grow spend as customers scale.

You will own renewals and coordinate with partner contacts to ensure a smooth onboarding experience. The role requires hands-on AI tool experience (Claude, Gemini) and strong written/verbal communication, with a preference for those familiar with

Qualifications

• 2-4 years of experience in customer service, or 1-2 years as a Customer Success Manager
• Comfortable managing a high volume of accounts at once
• Clear, friendly verbal and written communication
• Hands-on experience working with AI tools (Claude, Gemini) is a must
• Familiarity with CRM tools (Salesforce) is a plus, but not required

Responsabilités

• Own onboarding for a portfolio of new customers
• Monitor account health across your portfolio and spot risk early
• Run programs (emails, trainings, help content) to drive adoption
• Spot opportunities to grow each customer’s spend with Mesh
• Own renewals across your portfolio and escalate for higher-touch cases
• Coordinate with partner contacts during onboarding handoffs
• Bring customer voice back to Product and Sales

Connaissances

Customer service experience

Account management

AI tools (Claude, Gemini)

CRM tools (Salesforce)

Outils

Salesforce

Description du poste

About the team

Our Customer Care team is the front line for Mesh’s fastest-growing customer segments: early-stage startups and small businesses referred through our partner network. You’ll help these customers get real value from Mesh from day one, and grow with them as their business scales. It’s a high-impact role on a team that’s still being built, with real room to shape how we work with this segment.

What you’ll do

• Own onboarding for a portfolio of new customers, both direct startup signups and partner-referred small businesses, getting them set up for success quickly
• Monitor account health across your portfolio, spot risk early, and step in before it becomes churn
• Run programs that reach many customers at once (emails, short trainings, help content) to drive adoption and engagement
• Spot opportunities to grow each customer’s spend with Mesh as their business grows
• Own renewals across your portfolio, and know when to bring in a senior CSM or leadership for higher-touch cases
• Coordinate with partner contacts during onboarding handoffs, for a smooth experience
• Bring the voice of these customers back to Product and Sales

What we’re looking for

• 2-4 years of experience in customer service, or 1-2 years as a Customer Success Manager
• Comfortable managing a high volume of accounts at once
• Clear, friendly verbal and written communication
• Hands-on experience working with AI tools (Claude, Gemini) is a must
• Familiarity with CRM tools (Salesforce or similar) is a plus, but not required

Nice to have:

• Experience with startups or early-stage companies
• Experience with partner or channel-referred customers
• Fintech or SaaS background

Benefits (for U.S.-based full-time employees)

• Dental & Vision Benefits
• Disability & Life Insurance
• Flexible Spending Account (FSA)
• Parental Leave
• Unlimited Vacation Policy
• Company equity
• Hybrid and flexible
• 401K (US)

Sounds like your kind of challenge?