Senior Customer Success Manager, Cash App

  • Portland, OR
  • Full-time

Company Description

Cash App is the fastest growing financial brand in the world. Initially 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 app with over 24 million monthly active users. We are bringing a better way to send, spend, invest, and save to anyone who has ever sought an alternative to the traditional banking system.

Loved by customers and pop culture, we’ve consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world’s relationship with money by making it universally accessible.

We want to hire the best talent regardless of location. Our employment model is distributed, offering the opportunity to collaborate with teams across the world in San Francisco, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, and Melbourne.

Interested in learning more?

Job Description

In this role, you'll lead a team of Customer Success Managers and their teams while serving as a liaison by working with learning and development, product, engineering, business development, marketing and finance to improve Squares most important strategic priorities. You'll track Goals of your team weekly, with a focus on optimizations.

Team Happiness + Development

Inspire: communicate an inspiring vision and sense of purpose, helping leads and team members understand the connection between their work and the end goal.

Connect: build constructive relationships with all team members up, down, sideways, inside, and outside of Square.

Grow: mentor team members and other leaders by providing learning opportunities that are following development plans and our goals.

Operational Efficiency + Strategy

Measure: assess metrics to measure the growth and performance of the team, providing insights and reports. Use these metrics and assessments to improve team performance through behavioral coaching.

Analyze: use deep product and industry knowledge, gather and summarize relevant data, suggest improvements in the tools, and techniques to help scale the team while serving as a cross-functional leader.

Improve: build a new standard for support in payments and commerce-related products by managing and driving improvements in customer satisfaction, productivity, Service level agreements, etc.

Scale: see the opportunity in every challenge and develop structured plans to create solutions to essential support projects to help scale the team.

 

Qualifications

You have:

  • BA/BS degree or related experience;
  • 7+ years of work experience with 5+ years of direct experience leading and developing other leaders
  • Experience building and scaling customer support operations, in a dynamic, fast-paced retail, restaurant, startup or tech environment
  • Past product and project management experience
  • Excellent written and verbal communication skills
  • Creative problem-solving abilities
  • A passion for Square 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 local guidelines.