VP Merchant Success

Clyde is an ecommerce technology company that’s changing the product protection landscape to give merchants a better way to offer customers peace of mind, drive high-margin revenue, and grow customer lifetime value. Our Ownership Enrichment Platform unites product protection, registration, and issue resolution in a single dashboard so brands can create beautiful, profitable ownership experiences for customers. We’re passionate about reimagining this space and can’t wait to dream up new ideas with you!

We are looking for a passionate VP of Merchant Success with a proven track record of building, managing, and leading teams. You'll love working with us if you are excited by working at a company in hyper growth mode, you embrace a large scope of responsibility, and you love to take on and solve new challenges. This team member will own the strategic vision, process development, and execution of the entire post-signature merchant experience, which spans merchant onboarding, account management, and ongoing technical support. You will be an integral member of Clyde’s leadership team, reporting to the CEO.

Requirements

What You’ll Do

• Develop a set of ambitious and impactful OKRs and KPIs on a quarterly basis for the entire post-signature organization with the CEO and build strategic cross-functional relationships across the leadership team
• Lead Clyde’s onboarding team to efficiently and accurately deliver on our integration scope of work, resulting in a fast-growing portfolio of launched merchants
• Lead Clyde’s account management team function to drive high retention and high NPS across our merchant base
• Lead Clyde’s technical support team to quickly field and resolve issues flagged by our merchants and their customers, resulting in both high merchant NPS and high customer CSAT
• Design, implement, and refine processes across the post-signature organization to enable Clyde to scale
• Serve as an internal advocate for our merchants’ challenges and ensure their feedback is heard and acted on by our product & engineering teams while converting them into champions and advocates for Clyde in the broader eCommerce industry

This is the position for you if...

• You are a self-starter ready to build and own a strategic playbook while having P&L responsibility in an extremely fast-growing organization
• You enjoy leading teams and mentoring employees
• You move and iterate quickly, embodying a philosophy of continuous improvement
• You excel in problem solving in situations with ambiguity and limited information
• You are a clear verbal and written communicator
• You are passionate about the eCommerce industry

What We Look For

• Experience in a manager-level implementation and/or customer success role at a high-growth company
• Track record of building and managing large teams that have cross-functional responsibilities
• Track record of delivering high customer satisfaction and retention
• Exceptional communicator both verbally and in writing with the ability to explain complex concepts in simple terms to a range of audiences
• Experience working with APIs and complex technical products

Nice to have...

• Experience successfully cross-selling and upselling multiple products to customers
• Experience working with implementation engineers
• Experience working with eCommerce platforms and ERPs

We know the confidence gap and imposter syndrome can get in the way of meeting expectational candidates, for that reason if you don’t meet 100% of the job description, that’s okay! Please don’t hesitate to apply - we’d love to hear from you.

Benefits

Why You Should Join Us

Where to next? We’re building Clyde to be a signal of trust and peace of mind for customers all over the world. We’re looking for smart, kind, and energetic folks to help us reinvent the relationship between consumers and the products they love. We offer more ways to work to fit your life, needs, and dreams:

More flexibility: Get comfortable with a work-from-home stipend, flexible work arrangements, and perks like occasional UberEats gift cards. We stay close with regular town halls, virtual events, team offsites, and twice-a-year opportunities for remote employees to travel to our NYC headquarters!

More support: Clyde has you covered with 100% paid health, vision, dental, and short-term disability insurance for you and your family. But that’s not all! Enjoy unlimited PTO, a flexible savings account (FSA), 24/7 healthcare advocacy access, and three months paid leave for all new parents and caregivers.

More opportunity: We want to help you build your future. Clyde offers equity packages to all full-time employees, along with hiring referral bonuses and 401(k) plans. We’ll also reimburse you for career-related expenses like classes, courses, conferences, and beyond!

If you’re looking for an opportunity to put your heart into your work at a company that values growth, learning, wellness, and success – we’d love to meet you.