Head of International Customer Success

  • Dublin, Ireland
  • 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.

This role must sit within the Dublin market, if outside the Dublin market please indicate your relocation intention in your cover letter*

Job Description

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.

 

You will:

  • 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.

 

 

Qualifications

You have:

  • 7+ years of experience in a Customer Success organization and 5+ 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.

 

This role must sit within the Dublin market, if outside the Dublin market please indicate your relocation intention in your cover letter*

 

Additional Information

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. 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.

Perks

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

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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