Customer Success Manager, Cash App
- Full-time
Company Description
Job Description
We are seeking a highly motivated and resourceful individual to lead members of Cash App'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 Cash App'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
- Utilize deep product and industry knowledge while serving as a strong cross-functional leader
- Treat Success as a product at Cash App, 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
You have:
- BA/BS degree or related experience
- 6+ years of work experience with 3+ years of direct people management experience required
- 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
- Passion for Cash App and ensuring an outstanding customer experience