Senior Principal Customer Success Manager

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

Compensation range $200,000 - $247,000 OTE.