Hiring: Remote Customer Success Manager – Emerging Market US (Work from Home)
Job Responsibilities : Hiring: Remote Customer Success Manager – Emerging Market US (Work from Home)
Salary : Competitive Salary
Company : GoCardless
Customer Success Manager – Emerging Market US
Remote, USA
About us
We’re a global leader in account-to-account payments, making it easy for merchants to collect both recurring and one-off payments directly from customers’ bank accounts. Our global payments network and technology platform take the pain out of getting paid for 80,000 businesses worldwide, from multinational corporations to small businesses. Each year we process US$30 billion of payments across more than 30 countries. We’re headquartered in the UK, with additional offices in Australia, France, Latvia and the United States.
The Team
The Customer Success team is responsible for managing our customers post-sale across geographic markets and customer segments. We believe in owning the outcome and embedding the behaviours that drive exceptional SaaS customer retention, growth and the ability to capture compelling customer data and stories.
The role
As a US-based Essential Customer Success Manager, you will manage a large portfolio of merchants, helping them onboard and succeed at scale with GoCardless.
Day to day, you will:
Manage a large portfolio of our Emerging and Mid Market customers (200-300 customers; $3-4 million on average)
Assist customers with completing onboarding milestones
Learn how to use the GoCardless product in order to support customer onboarding, use case application/expansion and promote its value
Use data to identify risk as well as opportunity in your portfolio
Take action to mitigate customer risk and develop opportunity in support of our customer retention goals
Learn and use our systems and tools such as Salesforce and ChurnZero
Seek to improve processes and the customer experience through feedback and data driven problem solving
Coordinate with Customer Experience to identify and capture customer stories leading to referrals, testimonials and case studies
Who we’re looking for
We’re looking for someone who relishes the challenge of understanding each merchant and their industry. You should apply if:
You can clearly demonstrate your experience working in a customer-facing role in either a CSM, Account Management or Implementation role ideally within a SaaS company
You have a passion for helping customers
You have an operational mindset and seek to constantly improve both effectiveness and efficiency
You have a proven track record in managing risk and identifying growth opportunities
You are commercially capable
You have experience prioritising your time, especially between multiple important and urgent issues
You love working cross-functionally and partnering with other teams on projects
This role principally suits people with consulting or previous Customer Success experience, particularly in technology, finance or SaaS.
Life at GoCardless
When it comes to culture, we’re proud of what we call the ‘GC magic’. It’s primarily defined by our values: Start With Why, Be Humble, Act with Integrity, and Care Deeply. They’ve been our bedrock since day one, and they continue to be one of the key factors of our success, and the reason we love showing up to work every day.
Because we’re now delivering on our important, and ambitious vision to become the world’s bank payment network, we’re working at pace. To help clear the path to success – so any obstacles and blockers don’t slow us down – we’ve introduced our own set of operating principles, which live alongside our values. They’re designed to help us successfully navigate our continued growth by helping us work together better. They provide guideposts around some of the key areas of how we operate so things are smoother, easier and ultimately lead to better outcomes. Read more about our values and operating principles here.
There’s lots more to the magic. We view Diversity and inclusion as a business imperative, so we have a leader whose role it is to ensure we create an inclusive workplace where people from all backgrounds can thrive, and where people from all walks of life want to join us. We also have high engagement with our GeeCee-led ’employee resource groups’ (such as BEAM, Inspiring, Pride, Mindful and Access) that are supported and sponsored by members of our Exec team. You can view our latest Gender Pay Gap report here.
We’ve also rolled out our ‘Adaptive Working’ and ‘Work Away’ schemes. Adaptive Working allows you to work flexibly, and in a way that fits around your lifestyle, whilst still ensuring our teams can collaborate effectively and get together and socialise. Work Away gives the flexibility to work away from your normal country of residence for up to 90 days in any 12 month period.
We also offer enhanced parental leave, pension packages, and you’ll receive equity. Having this ‘buy in’ is a vital part of building a successful business where everybody – regardless of their role – can make a valuable contribution.
There’s also our legendary ‘GC Fridays’. They’re four additional all-company days off every year, giving GeeCees a chance to switch off and relax, as a token of thanks for everyone’s hard work and commitment.
Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.
