Reloadly – Customer Success Director, Barcelona

Application ends: 11/30/2022
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Job Description

Reloadly powers the future of cross border digital mobile payments to emerging markets. Enabling the transfer of airtime and digital goods to be embedded into web, desktop, and mobile software apps with our Cloud APIs and developer tools. Our mission is to fuel digital mobile payments around the world, and we couldn’t do this without hiring the best people.

We’re a group of hard-working overachievers who are deeply focused on building the future of mobile payments via APIs for our B2B users across the globe, for any use case. There are a few things we look for across all hires at Reloadly, regardless of role or team. First, we look for candidates who will thrive in our culture, where we default to trust, transparency, embrace feedback, and act like owners. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about the future of payment APIs, because those are the folks who enjoy the intense moments in our sprint and recharge work culture.

Your Mission

To be the trusted adviser to our Enterprise customers, driving business value through the use of our cloud platform. You will play a crucial role in engaging with customers to provide our best practices to quickly realize the value of our solutions.

THE JOB

  • Bring thought leadership and strategic planning to go deeper and wider on the account
  • Work with our Head of Operations and executive team to develop, implement, build and lead the North American customer success strategy
  • Oversee all Customer Success management and initiatives; owning over $30M ARR, a team of and phenomenal month-over-month growth
  • Building and leading the customer success function, including implementing technologies, building processes, driving the roadmap and measuring team performance
  • Developing deep relationships with our largest customer, serving as their partner in achieving their goals and desired outcomes
  • Building robust cross functional workflows with internal teams, including Sales, Product and Engineering, deliver the best customer experience to drive growth and retention
  • Activating and growing our customer base, acting as the customer’s main advocate within Reloadly
  • Collaborate with internal stakeholders (Engineering, Product, Sales, Support and executives) to complete client goals and, in general, be the voice of the Client to provide visibility and/or escalations
  • Act as a strong voice and internal advocate for the customer
  • Owning CLTV and retention programs to build growth with existing accounts
  • Accelerating new account activations with a systematic approach the is predictive and scalable

WHAT YOU BRING

  • 7 – 10 years of experience with expanding responsibilities in a SaaS customer-facing role. Specifically, 5+ years of Customer Success leadership building and growing fast growing teams
  • Experience working cross jurisdiction at a unicorn start-ups or big tech company in B2B SaaS or Fintech
  • Being responsible for a full team of 10+ people. (is a must)
  • Experience managing ARR close to $30MM+ USD. (is a must)
  • Experience growing operations 5X. (is a must)
  • Extensive experience in organizational /company design; designing company structures, performance frameworks, cross functional processes, and using data driven techniques to measure success
  • You have a track record of achieving metrics, and have developed and deployed successful expansion plans
  • You have a record of introducing and launching new technologies /strategies into existing operating models
  • You have a relentless execution ethic and lots of energy
  • Bias toward progress and execution; driven to build quickly, iterate, and refine. Desire extreme ownership and looking for significant voice and autonomy to drive the largest revenue division within one of the fastest growing companies in history
  • Implementing CRM tools from inception to full automation

WHAT YOU GET

  • A fast-paced and collaborative environment
  • Learning and development allowance
  • Competitive compensation and opportunity for advancement
  • 100% medical, dental, and vision coverage
  • Stock Options
  • Flexible PTO policy
  • Monthly wellness stipend, home office stipend

Our platform is for everyone, and so is our workplace. We pride ourselves on embracing our differences, whether they are cultural, racial, religious or otherwise. This means each one of us comes to work knowing that we have a voice – and a safe, judgment-free zone to speak freely.