Mid-Market, Customer Success Manager

E-commerce 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.

Bolt is hiring a Mid-Market Sr. Customer Success Manager to help manage our largest segment of merchants. Reporting to the Director of Customer Success, this individual will be responsible for training, gathering product requirements and adoption, driving merchant advocacy and retention, and most importantly, revenue growth. 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. 

What makes you a great fit:

• 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:

• Manage our Mid-Market 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 (professional services, 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
• Standard Customer Success responsibilities including identifying growth opportunities that drive Bolt revenue, conducting quarterly business reviews, monitoring merchant health, managing escalations, and achieving KPIs
• Problem solve issues for your portfolio, whether that requires bringing in an SME or developing a workaround to find win-win solutions

Target earnings: The compensation for this role is targeted between $132,000-$163,000 OTE per year. Final offer amount is determined by a number of factors including but not limited to experience and position level. At Bolt, we take a geographically neutral approach to compensation, meaning that we pay based on job function and level, not location.
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