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 Strategic Customer Success Manager to manage our largest and most complex merchants.

Reporting to the Director of Customer Success, this individual will be responsible for training, gathering product requirements and adoption, driving merchant advocacy, and most importantly, retention. This cross-functional role will require excellent strategic planning, stakeholder management, and executive-level influence to ensure your merchants continue to get value from Bolt. Specifically, this role would manage brand groups or individual merchants that fall into our global accounts range ($1B GMV+) or are deemed strategic for some other reason.

Responsibilities:

• Manage our most complex accounts at Bolt, developing and executing custom account plans and strategies to retain the merchant and set the stage for expansion
• Be a thought leader for your customers, proactively raising solutions and concerns before it becomes an escalation
• Partner with internal teams (implementation, support, product, engineering, sales) to manage the overall success of the merchant
• Influence internal and external cross-functional stakeholders, including executives, to achieve win-win solutions for Bolt and your merchants
• Partner with the Strategic Account Manager to identify growth opportunities
• Standard Customer Success responsibilities including conducting business reviews, monitoring merchant health, managing escalations, and achieving KPIs
• Help define and build the strategic enterprise playbook
• Problem solve issues for your portfolio, whether that requires bringing in an SME or developing a workaround to find win-win solutions
• Mentor junior members on the Customer Success team

Requirements:

• At least 8+ years of relevant experience in customer success, account management, or sales
• Prior experience managing complex, strategic relationships with high visibility
• 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 communication skills - ability to tell stories with data and present to a non-technical audience
• Experience in eCommerce or FinTech is a plus