Sr. Customer Success Manager, Cash App

Full-time

Company Description

Cash App is the fastest growing financial brand in the world. Built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic money app with over 15 million active monthly users. Loved by customers and by pop culture, we’ve held the #1 spot in finance on the App Store for almost two years, and our social media posts see more engagement in a day than most financial brands see in a year. With major offices in San Francisco, New York, St. Louis, Portland, Kitchener-Waterloo, and Melbourne, Cash App is bringing a better way to send, spend, and save to anyone who has ever sought an alternative to today’s banking system.

Job Description

In this role, you will 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. You will 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.

Qualifications

You have:

BA/BS degree or related experience; MBA preferred
7+ years of work experience with 4+ years of direct experience leading and developing other leaders/managers
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 Cash App and ensuring an excellent customer experience

Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding state and city guidelines. Perks At Square, we want you to be well and thrive. Our global benefits package includes: Healthcare coverage, Retirement Plans, Employee Stock Purchase Program, Meal reimbursements, Wellness perks, Paid parental leave, Flexible time off, Learning and Development resources