Customer Success Manager

ABOUT DOTS

Dots (usedots.com [http://usedots.com]) is a Series A fintech backed by Y Combinator and DCM, building payout infrastructure for marketplaces and digital platforms. In the past year, we have grown our revenues by over 400%, and have built a deep base of loyal customers.

Since our founding 4 years ago, we’ve moved nearly $3 billion per year to more than 1 million payees across 190+ countries, helping businesses onboard, pay and manage recipients around the world.

THE ROLE

You'll manage customer onboarding, retention and growth, while also running our full-time and contract support team. You'll carry your own accounts, help customers navigate complex payout issues and decide which recurring problems should be solved through better process, automation or product. You'll own the process of taking customers from signing a contract to going live, and beyond.

You report directly to the founders.

WHAT YOU'LL DO

• ONBOARDING & IMPLEMENTATION
• Own customers from signed contract through their first successful payouts.
• Understand what each customer is trying to build, help them choose the right Dots implementation and coordinate verification, integration, testing and launch.
• Keep implementations moving, unblock customers and shorten the path from signature to first transaction.

RETENTION & GROWTH

• Own a portfolio of customers after launch and build strong, ongoing relationships with them.
• Identify retention risk early, improve adoption and make sure customers continue getting value from Dots.
• Look for opportunities to grow accounts through increased payout volume, additional products or expansion into new parts of a customer's business.

SUPPORT

• Run our support function, including our full-time and contract support team.
• Set a high bar for response quality, escalation and follow-through.
• Get technical when something breaks: use our docs, logs and internal tools to understand payout issues before escalating to engineering.

SYSTEMS & CUSTOMER VOICE

• Build the customer success systems we don't have yet: onboarding processes, account-health signals, escalation paths and playbooks.
• Identify recurring customer problems and decide what we should automate, document or ask product and engineering to eliminate.
• Bring customer feedback, patterns and opportunities back to the founders and product team.

ABOUT YOU

You're comfortable operating without a playbook and excited by the opportunity to build one.

You set a high bar, move quickly and take ownership when something isn't working. You're equally comfortable building relationships with customers, digging into operational problems and pushing internally for changes that make their experience better.

You want meaningful ownership and a team that will challenge your thinking.

WHAT YOU'LL BRING

• 3+ years in customer success, implementation or account management at a B2B software, fintech company, 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.
• The ability to build strong customer relationships while still pushing projects forward.
• Enough technical fluency to read API docs, dig through logs and investigate why a payout failed before escalating.
• Experience building onboarding, customer health or escalation processes from scratch.
• The ability and desire to run a support team while carrying your own accounts.

BONUS POINTS IF YOU HAVE

• Worked in fintech or finance, ideally in payments or payouts.
• Managed a mixed team of full-time employees and contractors.
• Scaled support from a shared inbox into a more structured function.

TOOLS WE USE

• Intercom and Pylon for support
• Linear for engineering escalations
• Slack and Notion

WHAT WE PROVIDE

• Private medical insurance, including dental and vision
• Unlimited vacation policy
• Regular team off-sites
• 401k plan