Fintech Customer Success Lead — Onboarding & Growth

Dots; San Francisco (CA); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Private medical insurance

Unlimited vacation policy

Regular team off-sites

401k plan

Job summary

Dots is a growing fintech company seeking a Customer Success lead to onboard, implement, and grow enterprise customers across our payout platform. You will manage full onboarding cycles, coordinate verification, integration and launch, and drive customer value post-launch.

You report to the founders and will build scalable processes, owner of a mixed team of full-time and contract support, and strive for high-quality interactions and rapid problem solving to keep customers thriving.

Qualifications

• 3+ years in customer success, implementation or account management at a B2B software, fintech, or marketplace.
• Experience owning enterprise onboarding and shortening the path from signature to first transaction.
• Experience managing customers after launch, including retention, adoption and account growth.
• Ability to build strong customer relationships while driving projects forward.
• Sufficient technical fluency to read API docs, inspect logs and investigate payout issues before escalation.
• Experience building onboarding, customer health or escalation processes from scratch.
• Ability and desire to run a support team while carrying your own accounts.

Responsibilities

• Own customers from signed contract through their first successful payouts.
• Understand customer goals and coordinate verification, integration, testing and launch.
• Keep implementations moving and shorten path from signature to first transaction.
• Own a portfolio of customers post-launch and drive retention and growth.
• Identify retention risk early and ensure continued value from Dots.
• Run the support function and set a high bar for response quality and escalation.
• Build customer success systems like onboarding processes and health signals.
• Bring feedback to founders and product team.

Skills

Customer success

Onboarding

Account management

B2B software

Tools

Intercom

Pylon

Linear

Slack

Notion

Job description

Dots is a growing fintech company seeking a Customer Success lead to onboard, implement, and grow enterprise customers across our payout platform. You will manage full onboarding cycles, coordinate verification, integration and launch, and drive customer value post-launch.

You report to the founders and will build scalable processes, owner of a mixed team of full-time and contract support, and strive for high-quality interactions and rapid problem solving to keep customers thriving.