Bolt’s mission is to democratize commerce by making online buying easy, trusted, and consistent for millions of happy shoppers. Read more about our mission in our manifesto. We believe that every retailer will need ecommerce to power their business in the future, and to do that effectively they need Bolt.

Bolt is hiring a Director/Sr. Manager, Customer Success to support our merchants at scale. Reporting to the Head of Customer Success, this individual will be responsible for the strategy and engagement model of merchants sourced through

Bolt’s self-service product as well as merchants onboarded through our white-labeled checkout on third party platforms. This role will require excellent strategic planning, stakeholder management, and executive-level influence to drive and implement programs at scale. This individual will need to leverage technology, data, product, marketing, and people to ensure these merchants continue to get value from Bolt and deepen adoption.

Responsibilities:

• Develop a one-to-many success strategy to manage our merchants at scale, using a mix of technology, data, product, marketing, and people to ensure these merchants get value from Bolt
• Build and execute creative programs, tools, and processes to proactively engage with merchants, prevent churn, and support growth/expansion
• Hire, manage, and develop a team of Customer Success Managers
• Collaborate with key stakeholders, including product, marketing, education, technical support, and customer analytics to create merchant success
• Influence internal and external stakeholders, including executives, to achieve win-win solutions for Bolt and your merchants
• Build the scaled success playbook - and lay the foundation for an expansion motion
• As needed, communicate with merchants and be an escalation point

Requirements:

• At least 8+ years of relevant experience in customer success, account management, sales, or renewals/expansion
• At least 3+ years of experience hiring and managing a team
• Prior experience directly managing scaled merchants and/or building out a scaled success function with expansion responsibilities
• Prior experience with a self-serve and trial business model
• Comfort with technical concepts, including metrics, A/B testing, and technical backend architecture and integrations 
• Ownership mentality; ability to manage projects end to end with little oversight
• Excellent program management skills, influencing stakeholders, ability to influence cross-functional stakeholders, executive presence 
• Experience in eCommerce or FinTech is a plus