Sr. Customer Success Manager, Cash App
- St. Louis, MO
We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.
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.
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 Square and ensuring an excellent customer experience
At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with 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.