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Customer Success Manager (SF)

Your Role at Bolt

Ecommerce infrastructure on the internet is fragmented and broken. Bolt is a world-class buying experience available for all online businesses. We're building a future where retailers can eliminate the massive operational overhead and technical debt associated with online checkout and payments, and where customers can buy instantly and securely across the internet. To solve such a large problem, we've put together an incredible team and are selectively adding to it.

The Customer Success team's mission at Bolt is to deliver value to our customers to drive mutual growth, while converting them to Bolt champions. Customer Success Managers own the customer relationship taking over from Sales to steward a smooth onboarding experience and then owning the overall relationship to drive growth and customer evangelism post-launch.
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What makes you a great fit for this role

  • Passion for serving as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success
  • You make deep, meaningful connections with your customers, whether spending hours on the phone, creating unique approaches to solving their toughest challenges, or understanding their business inside and out
  • Commercially and growth-oriented - you know how to dive into numbers to analyze value and can handle complex negotiations around value
  • Avid learner, praised by others for your drive to ask exceptional questions and continue learning
  • You love technology and want to work with a team on the cutting edge of making commerce instant, consistent, and trusted

Responsibilities

  • Build and maintain relationships with key stakeholders at companies within your portfolio
  • Serve as a proactive, trusted advisor to deeply understand your customers and their needs
  • Lead the onboarding process, as well as manage internal teams, to drive customers from signed contract to launch 
  • Conduct business reviews to track data supported performance, present product roadmap to seek feedback and new product adoption, and ensure customer satisfaction and evangelism with Bolt
  • Monitor merchant health and partner with internal departments to ensure client needs are addressed and fulfilled effectively
  • Identify opportunities for expansion within your portfolio, partnering with additional internal teams to gain commitment for launching new volume on Bolt
  • Achieve quarterly engagement, satisfaction, time to value, and portfolio growth targets
  • Drive referrals, testimonials, case studies, etc. from your portfolio

Requirements

  • 2-5+ yrs of experience in a customer-facing role responsible for growth targets in customer success, sales, business development, or account management at a B2B SaaS company
  • Expertise managing client relationships and accounts for technically complex products and platforms
  • Strong analytical skills to monitor, measure, and report on customer performance and analyze trends, issues, and needs within your portfolio
  • Cross-functional experience communicating and managing relationships with internal stakeholders, both technical and commercial
  • Deep curiosity to quickly get up to speed on Bolt’s technology offering, Technical aptitude to understand complex technology needs, and ability to communicate the vision for how Bolt solves customer problems with our technology
  • Experience in Financial Technology, payments, ecommerce platforms, or fraud & risk highly desired, but not required

Benefits

  • Competitive Pay
  • Flexible PTO
  • Cell phone reimbursement
  • Comprehensive health coverage: Medical, dental and vision
  • Paid parental leave
  • Monthly team events
  • Retirement plans
  • Pet friendly office

  • Bolt is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. If you have a disability or special need that requires accommodation, please let us know.