Customer Success Manager

Dots•San Francisco, CA

9d•$150,000 - $210,000•Remote

About The Position

Dots is a Series A fintech company backed by Y Combinator and DCM, specializing in payout infrastructure for marketplaces and digital platforms. In the past year, we have experienced over 400% revenue growth and cultivated a loyal customer base. Since our inception four years ago, we have facilitated nearly $3 billion annually in payouts to over 1 million payees across 190+ countries, assisting businesses with global recipient onboarding, payment processing, and management. In this role, you will be responsible for customer onboarding, retention, and growth, while also managing our full-time and contract support team. You will manage your own accounts, assist customers with complex payout issues, and identify opportunities for improvement through process, automation, or product enhancements. You will oversee the entire customer journey from contract signing to going live and beyond. This position reports directly to the founders.

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.
Ability to build strong customer relationships while driving projects forward.
Sufficient technical fluency to read API docs, examine logs, and investigate payout failures before escalation.
Experience building onboarding, customer health, or escalation processes from scratch.
Ability and desire to manage a support team while handling your own accounts.

Nice To Haves

Experience in fintech or finance, particularly in payments or payouts.
Experience managing a mixed team of full-time employees and contractors.
Experience scaling support from a shared inbox to a more structured function.

Responsibilities

Own customers from signed contract through their first successful payouts.
Understand customer needs, guide them in choosing the right Dots implementation, and coordinate verification, integration, testing, and launch.
Facilitate implementations, resolve customer blockers, and expedite the process from signature to the first transaction.
Manage a portfolio of customers post-launch, fostering strong, ongoing relationships.
Proactively identify retention risks, enhance adoption, and ensure customers consistently derive value from Dots.
Identify opportunities for account growth through increased payout volume, additional products, or business expansion.
Lead the support function, including managing full-time and contract support staff.
Establish high standards for response quality, escalation, and follow-through.
Investigate technical issues by utilizing documentation, logs, and internal tools to understand payout problems before escalating to engineering.
Develop essential customer success systems, including onboarding processes, account health indicators, escalation paths, and playbooks.
Identify recurring customer issues and determine whether to automate, document, or escalate to product and engineering for resolution.
Relay customer feedback, patterns, and opportunities to the founders and product team.