Customer Success Manager

Dots•New York City, NY

6d•Remote

About The Position

Dots (usedots.com) is a Series A fintech backed by Y Combinator and DCM, building payout infrastructure for marketplaces and digital platforms. In the past year, we have grown our revenues by over 400%, and have built a deep base of loyal customers. Since our founding 4 years ago, we’ve moved nearly $3 billion per year to more than 1 million payees across 190+ countries, helping businesses onboard, pay and manage recipients around the world.

Requirements

3+ years in customer success, implementation or account management at a B2B software, fintech company, or marketplace.
Experience owning enterprise onboarding and shortening the path from signature to first transaction.
Experience managing customers after launch, including retention, adoption and account growth.
The ability to build strong customer relationships while still pushing projects forward.
Enough technical fluency to read API docs, dig through logs and investigate why a payout failed before escalating.
Experience building onboarding, customer health or escalation processes from scratch.
The ability and desire to run a support team while carrying your own accounts.

Nice To Haves

Worked in fintech or finance, ideally in payments or payouts.
Managed a mixed team of full-time employees and contractors.
Scaled support from a shared inbox into a more structured function.

Responsibilities

Manage customer onboarding, retention and growth.
Run the full-time and contract support team.
Carry your own accounts and help customers navigate complex payout issues.
Decide which recurring problems should be solved through better process, automation or product.
Own the process of taking customers from signing a contract to going live, and beyond.
Own customers from signed contract through their first successful payouts.
Understand what each customer is trying to build, help them choose the right Dots implementation and coordinate verification, integration, testing and launch.
Keep implementations moving, unblock customers and shorten the path from signature to first transaction.
Own a portfolio of customers after launch and build strong, ongoing relationships with them.
Identify retention risk early, improve adoption and make sure customers continue getting value from Dots.
Look for opportunities to grow accounts through increased payout volume, additional products or expansion into new parts of a customer's business.
Run our support function, including our full-time and contract support team.
Set a high bar for response quality, escalation and follow-through.
Get technical when something breaks: use our docs, logs and internal tools to understand payout issues before escalating to engineering.
Build the customer success systems we don't have yet: onboarding processes, account-health signals, escalation paths and playbooks.
Identify recurring customer problems and decide what we should automate, document or ask product and engineering to eliminate.
Bring customer feedback, patterns and opportunities back to the founders and product team.