Senior Customer Success Manager, Cash App

Full-time

Company Description

Cash App is the fastest growing financial brand in the world. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app with over 24 million monthly active users. We are bringing a better way to send, spend, invest, and save to anyone who has ever sought an alternative to the traditional banking system.

Loved by customers and pop culture, we’ve consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world’s relationship with money by making it universally accessible.

We want to hire the best talent regardless of location. Our employment model is distributed, offering the opportunity to collaborate with teams across the world in San Francisco, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, and Melbourne.

Interested in learning more?

Job Description

In this role, you'll lead a team of Customer Success Managers and their teams while serving as a cross-functional liaison working with learning and development, product, engineering, business development, marketing and finance to drive Squares most important strategic priorities. Youll track Key Performance Indicators of your team weekly, with a focus on results and optimizations.

Team Happiness + Development

Inspire: communicate an inspiring vision and sense of core purpose, helping leads and team members understand the connection between their work and the end goal.

Connect: build rapport and constructive relationships with all team members up, down, sideways, inside, and outside of Square.

Grow: coach and mentor team members and other leaders by identifying and providing learning opportunities that are in line with development plans and company goals.

Operational Efficiency + Strategy

Measure: assess metrics to measure the growth and performance of the team, providing insights and reports as needed. Use these metrics and assessments to consistently drive improvements in team performance through behavioral coaching.

Analyze: utilize deep product and industry knowledge, gather and synthesize relevant data, suggest improvements in the tools, and techniques to help scale the team while serving as a strong cross-functional leader.

Innovate: build a new standard for support in payments and commerce-related products + services by passionately managing, measuring, and driving improvements in customer satisfaction, productivity, SLAs, etc.

Scale: see the opportunity in every challenge and develop structured plans to deliver solutions to critical support initiatives to help scale the team effectively.

Qualifications

You have:

BA/BS degree or related experience; MBA preferred
7+ years of work experience, with 4+ years of direct experience leading and developing other leaders
Experience building and scaling customer support operations, particularly in a dynamic, fast-paced retail, restaurant, startup or tech environment
Past product and/or project management experience
The ability to effectively influence and communicate cross-functionally
Excellent written and verbal communication skills
Creative problem-solving abilities
A passion for CashApp and ensuring an excellent customer experience

Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, 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 each office’s corresponding local guidelines.