Head of International Customer Success
- Dublin, Ireland
- Current Square Employee?: Apply via go/jobs with your Square email.
Square is hiring a Head of International Customer Success to lead our teams in Europe, Australia, and Japan. As a senior leader on Square's Customer Success (CS) Core Leadership Team, you will set the vision and strategy for these international markets as we continue to scale. You will be responsible for driving excellence for the Seller customer experience, guiding multi-level CS teams to build and maintain strong relationships, and ensure high customer satisfaction, leading to strong renewals and solution growth opportunities. This role reports directly to the Global Head of Customer Success, Seller.
The ideal candidate has a demonstrated history of building international customer success and/or sales teams. You exemplify our core traits of ambition, passion, and resilience in the face of adversity, a curiosity about customer business needs, strong technical orientation, and the ability to tailor strategic initiatives in a global market. Given the international responsibilities, you are experienced and comfortable working cross-functionally across time zones and cultures different from your own.
Set and own the vision, strategy, and execution plan for Customer Success in International markets.
Directly manage a team of country site leads within Customer Success. As we continue to scale, the individual will open offices in new markets and hire these individuals within the new locations.
Drive accountability in-market against Square CS Annual Plan.
Build and scale the in-market CS teams to accelerate Square's global footprint.
Partner with various teams, such as Product, Engineering, Sales, and Account Management to roadmap product launches for current and future markets and guide product improvements.
Be responsible for the daily operations, development, and investment for team members.
Be an influential leader as part of the in-market GTM team and strategy.
Own, develop, and nurture effective and collaborative in-market cross-functional relationships with Marketing, Partnerships, Account Management, Product, PMM, Finance & Strategy, Recruiting, People, Risk, Compliance, and Legal.
5+ years of experience in a Customer Success organization and 3+ years of leading Customer Success teams in multiple, international markets.
Experience scaling international teams during a time of high growth.
Experience with standard Customer Success and/or Sales KPIs.
Comfort operating in a fast-paced and evolving, dynamic environment.
Passion for small businesses and how new technologies can help businesses of all sizes start, run, and grow.
Interest in implementing feedback and improving Customer Success and/or Sales processes.
A BA/BS degree or equivalent practical experience.
At Square, we want you to be well and thrive. Our global benefits package includes:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources