Customer Success Manager
The problem we’re focused on
The Federal Reserve estimates that nearly half of American families cannot pay for an unexpected $400 expense without borrowing or selling something. Small shocks derail financially fragile households; Pew finds that 30% of households experience at least one shock annually that causes sustained material hardship. Further, financial strain among workers exacts enormous costs on businesses through lower productivity and worker retention -- the Financial Health Network estimates the bottom line cost to the employer at $7,000 per worker per year. These challenges are even more evident and pressing as the COVID-19 pandemic wreaks havoc on the financial health of workers across the country. We hypothesize that small cash grants, delivered in the right way, at the right time, can drive positive changes -- for both workers and employers -- that far outweigh their upfront costs.
Who we are and what we do
Canary () is a mission-driven enterprise, contributing to the evolution of the 21st century social safety net to ensure that, in times of financial need, individuals can access emergency funds with dignity. Grant Circle is an emergency relief fund platform that delivers cash grants to individuals experiencing financial hardship in the workplace and beyond.
Overview: This role provides a unique opportunity to work across many facets of Canary’s business, interfacing with both organizational clients and end-user grant applicants, and collaborating with product and engineering. The Customer Success Manager will play a pivotal role on this early-stage start-up team, with significant opportunity for growth and advancement as we scale.
Grant management & customer service (~45-50%)
- Evaluate hardship grant applications; communicate with employees (and other types of constituents who are eligible for emergency grants) who request funds digitally and by phone; provide timely, appropriate, and high-quality support to help employees who have sought a grant to address a financial hardship; ensure documentation is complete to comply with program requirements.
- Learn the in’s and out’s of our emergency relief fund platform, and answer inquiries from our employee users.
- Help distill patterns and learnings from employee communication and grant management to inform product improvements.
- Help train and oversee other grant managers as we grow the team.
- Strongly preferred: Provide grant management & customer service in English and Spanish (language skills permitting)
- Manage day-to-day relationships with Canary’s organizational clients: conduct regular check-ins, answer client questions, troubleshoot any issues that might come up, and ensure that clients feel taken care of and proud of their Grant Circle program.
- Support, and eventually lead, implementation of Grant Circle programs for new clients.
- Coordinate with other members of the Canary team (leadership team members, analysts, grant managers) to ensure that client needs are met and that we are well-positioned for clients to renew their agreements with us.
- Support set-up of new Grant Circle instances.
- Test critical product flows prior to new product releases to ensure high product quality.
- Test new product features prior to launch to ensure they are working as expected.
- Assist with management of client-provided contribution data.
- Draft, edit, and/or translate product copy (as skills permit)
- Assist with qualitative user research (example: note-taking during interviews with end-users) and user testing.
- Compile qualitative data from grant management, surveys, and qualitative interviews for client reports.
- Research related to new features, market data, etc
- This is a full-time opportunity with benefits (including paid time off, healthcare reimbursement, a retirement plan).
- This is a US-based remote opportunity with the option to engage in-person with existing team members located in Seattle, Chicago, and New York City. Irrespective of location, the entire Canary team will convene periodically, in person, beginning fall of 2021 (assuming it is safe to do so).
- Regular working hours are Mondays through Fridays, standard work hours in U.S. time zones, with some evening and weekend time for grant management and customer service coverage, as well as a willingness to put in the time and effort required by a start-up.
- Unparalleled attention to detail
- Strong written communication skills, with experience adapting language and communication style for different types of audiences and for populations with varying levels of language proficiency
- Self-starter with excellent judgement about when to escalate (ask for help) and when to proceed independently
- Mission- and impact-oriented
- Customer service experience highly desired
- Relationship management experience highly desired
- Familiarity with the challenges facing underserved and financially stressed populations, and experience communicating with or serving an underserved group
- High degree of empathy and patience
- At least 3-5 years of experience in a professional work environment
- Strongly preferred: Bilingual in English and Spanish, with strong written and verbal communication skills in both languages
- Experience in financial services or fintech is a plus