Manager, Customer Success

  • Full Time
  • Anywhere
  • Posted 4 weeks ago

Job Description

 

Manager, Customer Success (Remote)

at Routable

Remote

Routable is a B2B payments platform built to make bill payments and mass payouts fast and seamless. Our mission is to be the simplest way to send and receive business-to-business payments. Unlike other payment platforms, Routable’s modern, easy-to-use API allows you to build a powerful payments infrastructure in minutes.

We’re a Series B startup with $46M in funding. We’re helping some of the largest marketplaces and gig economy companies, including Ticketmaster, Snackpass, and Garmentory. Hundreds of finance teams trust our decades of experience in building B2B payment solutions.

Our environment encourages intellectual curiosity, problem solving, and opennessone that provides the support and mentorship needed to succeed, learn, and grow. We’ll make sure you have everything you need to do your best work and make an impact. We’re a fully remote startup with our team working from a city they love across the United States and Canada. We are primarily based in the US but also have a presence internationally (so far, primarily in several South American countries & Canada). If you live in the US, you must be authorized to work in the US.

About the Role

We are looking for an experienced Manager of Customer Success to help lead our small but mighty Customer Success team. You will be hands-on working with our team and customers to build relationships, making sure they are using Routable to its fullest potential, and gathering feedback for our product team. As Manager you will build systems, procedures and staff that can excel at each of these three key initiatives.

  1. Impact the growth and retention of our install base
  2. Expedite the customer lifecycle as they onboard and ramp
  3. Ensure contract renewals and establishing new contracts

You’ll also work cross functionally with the rest of the customer facing teams to build a foundation we can build on as Routable scales. You will be a huge part of creating the culture and priorities of the Customer Success team, with plenty of opportunities to focus more on the areas you enjoy most as Routable continues to grow.

Responsibilities

  • Build systems, procedures and staff that can excel at key initiatives including Install Base Growth, Onboarding and Ramp Success, and Renewal Contracts.
  • Team member development is key to our success and employee engagement. Your coaching should empower our staff and the work we do for our customers.
  • In addition to your people manager tasks you will establish your Routable Foundation as a working manager with a small portfolio. This will allow you to learn about our product and customers.
  • Gather direct and inferred product feedback from customers and work with the product team to understand how things can be improved with new product features or by improving existing features.
  • Define and improve Routable best practices that align with industry standards to share with customers.
  • Create content and automations that guide customers at each crucial moment in their customer journey, and as new product features are released.

Minimum Qualifications

  • Demonstrated ability to retain and grow the value of your customers. Be comfortable thriving in a results oriented team.
  • You’re an experienced Customer Success Manager (or similar customer-facing role), preferably at a B2B SaaS company.
  • You have experience managing, growing & mentoring a team of CSMs.
  • You have a basic understanding of accounting systems (Sage Intacct, Netsuite, Quickbooks Online, Xero) and/or payment processing platforms
  • You excel at driving effective and influential conversations with senior leadership, facilitating difficult discussions, and adept at handling objections.
  • You have experience navigating complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth.
  • You are located in a timezone where scheduling calls between 9am and 3pm US Pacific Time is possible.
  • You have a knack for analyzing data so that you can identify what is working and what’s not working for customers.

Location

We are a remote first company! Rather than restrict ourselves to only find talent in one city, we’d rather find the absolute best people regardless of where they live. One amazing benefit to our remote culture, is that it enables our team to enjoy traveling more regularly since they can work from wherever!

Reporting

The Manager Customer Success reports directly to the Head of Customer Success, Ken Apple.

About Routable

Our Core Values

At Routable, we are driven by our values. Our values act as guiding principles when it comes to our work, our hiring practices, and ourselves. We talk about them every day and praise each other based on our ability to embody them.

Engage with Empathy: Have empathy and a deep understanding for your peers, and our customers. This means no ego and cultivating relationships by actively listening to each other’s needs.

Volunteer Assistance: Helping others is always a priority, even when it is not immediately related to the goals that we are trying to achieve. We make it a point to foster an environment of inclusiveness for our remote team.

Own it: We are all company owners and we act like it. We make data driven decisions and jump at the opportunity to be accountable. Taking action when you see a problem is our default state.

Build with Purpose: We are collectively building the product and company of our dreams. We are intentional with everything we do and are always looking for ways to improve. We sweat the details.

Expect Authenticity: We do not compromise our values when it comes to our team and our customers. We champion originality. Be yourself. Everyone else is already taken.

Rendezvous

To help foster amazing relationships with our coworkers, we meet up twice a year as a whole team in some pretty awesome cities! In the past we’ve met up in San Diego, Seattle, and Austin. We’d rather invest money into memorable team events rather than expensive offices. During our meet-up team time, we love to spend time learning a new skill together, and solving problems. Most recently this has taken on the form of a bread-making class and defeating an Escape Room.

Note: we have paused our meetups due to COVID-19 and will resume when it is safe for everyone to attend

Perks

Great Health, Dental and Vision Insurance

Competitive salary

Stock Options

401k

Work from Home Stipend

We’re a remote team

Flexible vacation policy

Paid Parental Leave (12 weeks)

Voluntary Benefits – additional Life Insurance, Pet Insurance and FSA

Inclusive Employer

Routable welcomes employees from varied backgrounds and walks of life, and it’s reflected in our diverse community of Routers. Routable is proud to be an equal opportunity employer and is committed to administering personnel actions, including hiring, training, promoting and compensating its employees, without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information, or any other status protected by applicable law.

Our salary range starts at $100,000 – the exact salary offer will depend on level of experience, role alignment, etc. We also offer equity and full benefits package for FTEs.

 

To apply for this job please visit boards.greenhouse.io.