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Customer Success Manager, Seller

Square

Customer Success Manager, Seller

St. Louis, MO
Full Time
Paid
  • Responsibilities

    Job Description

    We are seeking a highly motivated and resourceful individual to lead members of Square's Customer Success team. You will not only lead a team of passionate Advocates, but you will also build out world class operations - optimizing all Success channels including, but not limited to, email, Twitter, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success.

    In this role, you will serve as a cross-functional liaison working with product, engineering, business development, marketing, and finance to drive Square s most important strategic priorities. You will track Key Performance Indicators weekly.

    You will:

    • Coach and mentor team members with a focus on professional development and upstream thinking

    • Drive improvements in customer satisfaction across channels

    • Develop metrics to measure the growth and performance of the team, and provide reports as needed

    • Coach and mentor team members with a focus on professional development and upstream thinking

    • Utilize deep product and industry knowledge while serving as a strong cross-functional leader

    • Treat Success as a product at Square, innovating and iterating on the customer experience

    • Develop and lead end-to-end project plans and ensure on-time delivery of critical Success initiatives

    • Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help scale the team

    • Scale the Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives

  • Qualifications

    Qualifications

    You have:

    • A BA/BS degree or related experience

    • 6+ years of work experience with 3+ years of direct people management experience preferred

    • Past product and/or project management experience

    • Experience building and scaling Customer Success operations, particularly in a fast-paced startup or tech environment

    • The ability to effectively influence and communicate cross-functionally

    • Excellent written and verbal communication skills

    • Creative problem-solving abilities

    • A passion for Square and ensuring an outstanding customer experience

    Additional Information At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible. PERKS At Square, we want you to be well and thrive. Our global benefits package includes:

    • Healthcare coverage
    • Retirement Plans
    • Employee Stock Purchase Program
    • Wellness perks
    • Paid parental leave
    • Flexible time off
    • Learning and Development resources
  • Industry
    Financial Services