Customer Success Lead

At Bump, we are building a suite of fintech products to help millions of creators globally make the right business decisions, unlock access to capital, and prioritize the greatest levers for growth.

Everyday we are working hard to solve the problems of loss of income, lack of credit options and easy-to-use business growth tools by removing financial barriers so that creators can share their genius with the world, uninterrupted.

We are a rapidly growing fintech startup based in Los Angeles, backed by the world’s best investors such as Plug and Play, Sixty8 Capital, Snap, Connetic Ventures, Symphonic Capital and have partnerships with leading companies such as Mastercard.

We are seeking a dynamic and results-driven Customer Success Lead to join our team in Los Angeles. The Customer Success Lead will play a pivotal role in ensuring the satisfaction and success of our customers, primarily creators and enterprise partners utilizing our platform. As the main point of contact for our customers, you will be responsible for fostering strong relationships, providing guidance, and delivering exceptional support to drive customer retention and growth.

Responsibilities:

Customer Relationship Management:

Build and maintain strong, long-lasting relationships with customers, particularly creators in the digital economy.

Serve as the primary point of contact for customer inquiries, concerns, and escalations, ensuring timely and effective resolution.

Onboarding and Training:

Lead the onboarding process for new customers, guiding them through product setup, features, and best practices.

Develop and deliver training sessions and materials to educate customers on maximizing the value of our platform.

Customer Success Strategy:

Develop and implement proactive strategies to drive customer success, satisfaction, and retention.

Identify opportunities for upselling or cross-selling additional products or services to meet customer needs.

Data Analysis and Insights:

Utilize customer data and feedback to gain insights into customer behavior, preferences, and pain points.

Collaborate with cross-functional teams to address customer needs and enhance product offerings.

Feedback and Advocacy:

Gather customer feedback and communicate insights internally to inform product development and improvement.

Serve as a customer advocate within the organization, championing customer-centric initiatives and driving continuous improvement.

Qualifications:

Bachelor's degree in Business Administration, Marketing, or related field.

Proven experience in customer success, account management, or a similar client-facing role, preferably in a fast-growing venture-backed startup, SaaS, creator tech, or fintech environment.

Strong understanding of the creator economy, digital content creation platforms, and the financial needs of creators.

Exceptional communication and interpersonal skills, with the ability to build rapport and trust with diverse stakeholders.

Demonstrated ability to analyze data, derive insights, and translate findings into actionable strategies.

Proactive and results-oriented mindset, with a passion for driving customer satisfaction and success.

Benefits:

Competitive salary and equity package
Health, dental, and vision insurance
401(k) plan
Unlimited vacation policy
Monthly “spa” day
Paid maternity/paternity leave
Premium tickets to concerts and sporting events
Opportunity to work with a talented and motivated team of professionals
Rapidly growing company with significant room for career growth.

We are based in Hollywood next to Paramount and near LiveNation, Capitol Records, and other iconic companies. Bump is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

How to Apply:

Please submit your resume and cover letter to [email protected]. In your cover letter, please explain why you are the ideal candidate for the Customer Success Lead role at Bump and how your experience aligns with our mission in the creator economy.