Launch Project Manager, Customer Success

  • San Francisco, CA
  • Full-time

Company Description

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.

Job Description

The Scalable Customer Success team was founded on the idea that education, collaboration, and an effortless product experience help our customers thrive. In this role, you'll work to execute on this vision by supporting Customer Success global product launch operational and efficiency needs from inception to delivery.

The role is project and process management focused. There is enormous opportunity to streamline existing processes, create customized checklists and design new workflows by identifying gaps across our diverse customer success organization. You will be expected to collaborate effectively with key stakeholders to ensure the realization of your strategic recommendations through project management and communication.

You will:

  • Own and operate against our Customer Success Launch Playbook.

  • Partner with Product Managers, Product Insights, Community, Content CS Operations/WFM, L&D, Marketing and beta teams across all launches.

  • Drive process improvements, best-practice sharing, and standardization across the entire CS Launch organization, as well as develop new ways to improve efficiency.

  • Triage inbound Product Insights JIRA tickets.

  • Project Manage key initiatives across the Product Insights organization.

  • Organize and consolidate our team-wide communications around SEVs as well as CS Advocate management pertaining to individual products staying within the Product Specialist roles purview.

  • Lead and participate in cross-functional projects, facilitating stakeholder buy-in as well as reporting against crucial milestones.

  • Organize pre and post mortems for all CS P1 launches every quarter and present key lessons learned and recommendations to senior management via verbal, email and presentation media.

  • Be willing to break the rules 😉

Qualifications

  • A Bachelor's degree, ideally with a concentration in project management.
  • Experience managing complicated, multi-disciplinary projects.

  • The ability to understand the big picture as well as execute on a granular level.

  • Influence stakeholders by building trust and credibility.

  • An end-to-end problem solving skill-set, from structuring a complex problem through to developing actionable recommendations and working with other teams to get solutions implemented.

  • A proactive nature, a sense of urgency, and a high degree of self-motivation to go above and beyond to meet the needs of our sellers, and our team.

  • The ability to work cross-functionally with product specialists, product managers, marketers, engineers, creatives, analysts, and product managers.

  • A creative approach to problem solving, and a sense of humor.

Additional Information

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.