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.

Your mission at Bolt will be to grow and scale our Mid-Market Customer Success team to manage our growing portfolio of Corporate Success relationships. Inheriting a squad of customer-focused experts, you’ll continue building on current Bolt practices while hiring, onboarding, and retaining key talent to drive our aggressive growth goals. Our overarching approach to growth at Bolt requires scaling an army of trusted advisors to deliver value to our customers; you will be the key leader to support a growing team focused on moving our customers from signed to Bolt champions. This is a player/coach role so be prepared to roll up your sleeves as you manage your own portfolio giving you front row seats to the needs of our customers.

Responsibilities

• Hire, coach, and develop a team of Mid-Market Customer Success Managers, serving as a trusted advisor for Success solutions to your team and customers to achieve retention, growth, and engagement targets in the Mid-Market segment
• Create playbooks, strategies, and creative approaches to support new ways of thinking about delivering customer value to Bolt’s customers
• Champion your team members and their success, leading by example to help them learn and develop to support their growth
• Partner with your team to build customer relationships, working on messaging, pitching in on calls, or attending quarterly reviews to support growing our customers into champions
• Manage your own portfolio of accounts to build and maintain relationships with key stakeholders at companies within your portfolio by serving as a proactive, trusted advisor to deeply understand your customers and their needs
• Be an escalation point for your team, aligning internal and external stakeholders to resolve merchant issues that may arise

Qualifications

• 5+ years in customer success, account management, sales, and/or partnerships
• 3+ years of management experience
• Experience building teams in a start-up environment
• Experience working with complex external stakeholders in varying functions across Marketing, Operations, Ecommerce, Finance, Accounting, Product, and Technology
• Ability to manage internal stakeholders to influence product roadmap needs, go-to-market alignment, and company strategy
• Plus: Ecosystem experience in Financial Technology, Ecommerce, Fraud, Payments, or Risk

Benefits

• Comprehensive health coverage: Medical, dental and vision
• Retirement plans
• Flexible PTO
• Paid parental leave
• Cell & Wifi stipend
• Work from home stipend
• Wellness stipend
• Competitive Pay
• Virtual team events

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.