CapRelease Belfast, Northern Ireland, United Kingdom
Customer Success Manager
CapRelease is redefining how eCommerce retailers access capital. We’re the first platform to embed working capital funding directly within logistics, giving online sellers faster, fairer access to growth finance. Backed by leading investors, we’re scaling fast – and we’re looking for brilliant, mission-driven people to join us.
The Role:
We're hiring a Customer Success Manager (CSM) to support our fast-growing base of eCommerce retailers. This role is ideal for someone who blends sharp technical ability with a passion for helping customers succeed. You'll be the bridge between our clients, operations, and technology teams – making sure customers get value from CapRelease, stay compliant, and scale with us.
Key Responsibilities:
1. Onboarding & Enablement: Lead onboarding of new customers, walking them through our product, data integrations, terms, and repayment processes.
2. Account Management: Be the primary contact for customers – helping them with questions, technical issues, and funding applications.
3. CRM: Use our CRM and internal tools to track customer health, automate workflows, and escalate risk indicators to underwriting.
4. Product & Data Troubleshooting: Troubleshoot issues related to banking, eCommerce, accounting, or logistics integrations (with support from our tech team).
5. Compliance Monitoring: Monitor customer data using our in-house tools and proactively flag issues before they become problems.
6. Retention & Expansion: Proactively identify high-performing customers eligible for renewal offers, focusing on improving customer retention and fostering long-term partnerships.
7. Voice of the Customer: Provide feedback to product and tech teams to improve customer experience and platform features.
8. Training & Resources: Create customer-facing guides, FAQs, and how-to materials to scale support.
Requirements:
1. 3+ years experience in customer success, account management, or technical support – ideally in FinTech, SaaS, or eCommerce.
2. Strong technical acumen – comfortable with technical documentation, CRMs, and SaaS platforms.
3. Solid understanding of financial products, lending terminology, and the basics of credit and risk assessment.
4. Experience with CRMs (e.g., HubSpot, Salesforce, or similar)
5. Excellent written and verbal communication – you can explain complex things simply and professionally.
6. High emotional intelligence – able to build trust with customers, manage expectations, and de-escalate issues.
7. Analytical mindset – able to interpret dashboards, flag anomalies, and use data to drive action.
8. Experience working in a startup or high-growth environment is a plus.
9. Knowledge of eCommerce platforms (Shopify, Amazon, WooCommerce), and accounting tools (Xero, QuickBooks), is a strong advantage.
What We Offer:
Competitive salary + equity options
A fast-paced, high-growth environment with real responsibility
Opportunity to work alongside experienced operators and technologists
Flexible working arrangements
25 days holiday + public holidays
Seniority level
Mid-Senior level
Employment type
Full-time
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