We’re growing quickly and want to ensure best-in-class service to our clients. We’re looking for a smart and motivated Customer Success Leader that understands the challenges SMBs face and is passionate about helping them reach their marketing goals. You’ll oversee our support team who are the first point of contact for our clients and responsible for helping them maximize return on investment from our software.

We are looking for someone that can ‘wow’ our clients on all levels:

• Provide outstanding client service by phone and email for account set up, product expertise and general account questions
• Identify root issues while finding quick and effective resolutions
• Collaborate across all departments including sales, product, and marketing to ensure a consistently delightful merchant experience
• Research and develop best practices and guidelines that will elevate the org
• Develop and maintain productive and effective relationships with subordinates, peers and superiors
• Represent the company in a positive, professional and supportive manner at all times
• As a champion of Customer Success, embrace company and org objectives to deliver on impact while inspiring others to do the same

Key Functional Skills/Abilities:

• Monitor call quality, provide guidance and feedback to enhance performance reports to ensure maximum quality output and forecasts are met
• Develop metrics and performance management tools to monitor and improve performance to meet company objectives
• Quickly interpret various data points to recognize trends and action items
• Proven expertise in applicable sales tactics, product knowledge, time management, retention and customer relations
• Identify key areas of opportunity for improvement in efficiency and revenue growth and initiate quick action plans
• Ability to communicate and execute on objectives to achieve desired outcomes
• Execute against, and contribute to a training and development plan for CS
• Ability to remain objective and focus on impact when held to varying priorities and targets

Qualifications:

• Ability to thrive in a fast-paced, start-up environment
• Minimum 1 year Team Lead/Management Experience and 3-4 years of Account Management, Sales, Retention or customer service experience preferred
• Exceptional writing and phone skills
• Self-motivated and always looking for improvement opportunities
• Competitive and driven to continuously out-perform
• Demonstrated success in Leadership
• Knowledge of the industry and market
• Ability to thrive in an ever-changing, fast-paced environment, with a focus on impact through execution

Come ready to prove that:

• You care about small business
• You bring energy and you are always improving
• You have customer facing experience
• You can multi-task while maintaining high-quality work
• You are a team player who communicates effectively
• You want to work towards both team and individual goals
• You want to advance your career and learn something new every day

We offer:

• An early stage company in the midst of tremendous sustained growth across 40 US metro markets
• A base salary, competitive bonus structure, incredible benefits and Series B equity
• New laptop, coffee, soda, snacks, Tuesday breakfast, a kegerator filled with craft beer, a ping pong table, and an incredible team that wins!
• Unlimited PTO