Customer Success Manager

About this role

About Dots
Dots (usedots.com) is a Series A fintech backed by Y Combinator and DCM, building payout infrastructure for marketplaces and digital platforms. In the past year, we have grown our revenues by over 400%, and have built a deep base of loyal customers.


Since our founding 4 years ago, we’ve moved nearly $3 billion per year to more than 1 million payees across 190+ countries, helping businesses onboard, pay and manage recipients around the world.


The role
You'll manage customer onboarding, retention and growth, while also running our full-time and contract support team. You'll carry your own accounts, help customers navigate complex payout issues and decide which recurring problems should be solved through better process, automation or product. You'll own the process of taking customers from signing a contract to going live, and beyond.


You report directly to the founders.


What You'll Do
Onboarding & implementation

• Own customers from signed contract through their first successful payouts.
• Understand what each customer is trying to build, help them choose the right Dots implementation and coordinate verification, integration, testing and launch.
• Keep implementations moving, unblock customers and shorten the path from signature to first transaction.

Retention & growth

• Own a portfolio of customers after launch and build strong, ongoing relationships with them.
• Identify retention risk early, improve adoption and make sure customers continue getting value from Dots.
• Look for opportunities to grow accounts through increased payout volume, additional products or expansion into new parts of a customer's business.

Support

- Run our support function, including our full-time and contract support team.
- Set a high bar for response quality, escalation and follow-through.
- Get technical when something breaks: use our docs, logs and internal tools to understand payout issues before escalating to engineering.
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