As the Director of Customer Success for the Accountants vertical, you will have direct accountability for process and people management of the CSM team supporting accountants. A critical front line function, the customer success team is responsible for day to day customer relationship management, proactively retaining and growing Melio users within the accountants vertical. The Director will work closely across all teams and functions including Sales, Customer Experience, Product Management, Engineering, Data, Operations and Finance to deliver world class customer service and solutions to market.  

How you’ll make an impact:

• Development and oversight of CSMs as well as related processes integral to the Melio organization. 
• Design the proper and dynamic organizational structure for maximizing productivity and oversight of a growing team. 
• Building processes and a support structure for scale and quality. 
• Cultivate the CSM function within the accountants vertical through management, including proactive skills development, coaching and mentorship. 
• Balance resources against priorities and objectives. 
• Help development of standardized metrics by which performance is consistently measured. 
• Constantly monitor and improve customer satisfaction as it relates to the Melio platform, implementation, and fulfillment processes. 
• Proactively oversee Melio’s portfolio, identifying growth opportunities and up-sell potential within the existing client base. 
• Understand, effectively communicate, and teach Melio’s value proposition, 
• Ensure the quality of services and solutions, including satisfactory resolution of all support requests, and troubleshooting of all reporting, ad-serving, or data issues. 

What we’d love to see: 

• 8+ years of CSM experience, white glove experience preferred    
• 4+ years building and managing high performing CSM teams in B2B SaaS
• 2+ years experience managing managers
• Strong experience with SFMC, excel, CS tools (eg. Gainsight, ChurnZero, Totango, etc)

Preferred Experience:

• CPA, finance firm or management consulting background a plus
• Experience in a fast paced, quickly growing and changing start-up environment 
• B2B FinTech experience

Benefits and Perks:

• Base compensation range is $135,000-$155,000 with total compensation for the role including a variable component in addition to base compensation.
• 100% health insurance coverage on selected plans (medical/dental/vision)
• Competitive compensation plans
• 401K matching
• Equity
• Flexible PTO
• Weekly lunch perks
• Fitness classes
• Plenty of fun team activities
• Extensive career growth and development opportunities throughout a growing startup

About us: 

When we started Melio, we wanted to build more than an efficient Accounts Payable tool. We wanted to build a service that helps small businesses keep up with business. Melio is a B2B payments experience that not only saves time but also significantly improves cash flow. We aid to make the payment workflow so simple it helps businesses focus on their customers, not their back office. With a company that works in the heart of Soho, the Melio team has continued to grow exponentially. Our #FaMelio is made up of hardworking go-getters. We love to celebrate the successes of our team, and the continued success of our growing company! 

Here at Melio, culture is one of our biggest priorities. We champion a team that fosters diversity and inclusivity in all aspects. Regardless of gender, age, race, nationally, sexual orientation, parental status, or disability, Melio will consider all qualified applicants during our process as we are proud to be an equal opportunity employer. Even if you’re on the fence about applying to an open role, please throw your specs in the mix -- we’d love to connect with you!