Customer Success Manager
- Scottsdale, AZ
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.
We are seeking a highly motivated and resourceful individual to lead members of Square's Customer Success team. You will not only lead a team of passionate Advocates, but you will also build out world class operations all while strengthening team culture, driving customer happiness, and promoting employee success.
In this role, you will serve as a cross-functional liaison working with product, engineering, business development, marketing, and finance to drive Square s most important strategic priorities. You will track Key Performance Indicators weekly.
Lead a team of 10-15 Customer Success Advocates who interact with customers via Chat, Email and/or Phone
Ensure a high level of customer support quality and quantity being provided by all members of your team
Ensure individuals on your team hit all metric expectations and sales goals
Keep the energy and morale of your team high
Participate in recruiting, interviewing and hiring of new team members
Respond to escalations
Be a strong customer advocate by providing feedback to Product and Development via Voice Of the Customer team
Assist with special projects to improve the overall effectiveness of the Customer Success Team as needed
Actively model and contribute to the culture of the office
Day to day activities include:
Coach and develop Customer Success Advocate
Create and roll out contests
Review data on the team and individual performance
Conduct Team Meetings
Schedule and Attendance Adherence
Complete accurate and timely Payroll
A BA/BS degree or related experience
6 years of work experience with 3+ years of direct people management experience required
Experience building and scaling Customer Success operations, particularly in a fast-paced startup or tech environment
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 outstanding 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.