Project Manager, Customer Success

  • San Francisco, CA
  • Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

The Seller Customer Success team is the largest frontline team at Square, working directly with our sellers to proactively solve customer problems, educate them on how to get the most out of Square, and help improve our products by providing feedback from our sellers to our partners on product teams.

 

The Customer Success Project Management team is committed to enable the smooth and efficient running of our organization on a daily basis. With offices in the US, Canada, Japan, Ireland, Australia, and Guatemala, we improve both quality of output and cost efficiency of the global organization, while also ensuring timely execution of key strategic projects for the rapidly expanding Customer Success team. As a Project Manager of the Customer Success team, you’ll work cross functionally — within operations, with the broader Customer Success organization, and beyond — to plan and execute on the global mission of CS. The ideal candidate has strong collaboration skills, can connect the dots between business needs and technology solutions, and is passionate about process optimization and new technologies.

Specifically, you will:

  • Gather and organize information on CS’s largest opportunities for improved efficiency and quality of service; develop project plans with clear scope and deliverables across all impacted functional areas. You’ll play a large part in helping us further define and execute on our global strategy.

  • Develop deep, mutually-beneficial working relationships with various partners and stakeholders, including: software vendors, internal product & engineering teams. You’ll make sure that roadmaps — on both sides — are prioritized appropriately, and that all teams are in lock step with one another.

  • Become a subject matter expert on our business processes and technology platforms and propose/execute on improvements through automation and redesign.

  • Provide seamless change management for projects and programs

  • Measure productivity or organization impacts and improvements for the Customer Success team and Square

 

Qualifications

You have:

  • 4-8 years of work experience, with a proven track record of executing against successful project initiatives.

  • Extensive experience documenting cross-functional business and technical requirements (i.e. writing Product Requirements Documents) in a consolidated matter--ready for project execution.

  • Superb communication skills, both written and verbal, catered towards a variety of stakeholder functions. You’re able to clearly and concisely communicate an idea, or overall project/ program status.

  • Incredible organizational skills and attention to detail. You’ll hold our partners and key stakeholders accountable to executing against commitments. You’re also able to manage multiple business projects simultaneously, often with competing resources and prioritization.

  • A keen eye for prioritization and continuous optimization. You have the ability to discern the urgency and importance of work. You seek out creative ways to leverage the full potential of our existing tools, and advocate for novel solutions.

  • Experience with Excel is needed; experience with SQL and Looker is not necessary, but a plus!

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, 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 the requirements of 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.