Customer Success Manager

Customer Success Manager

San Francisco

It's time that payments work for merchants, not the other way around. Ansa is building a branded wallet solution to increase customer retention and unlock new growth opportunities.

Ansa helps innovative and growing companies by providing an enterprise-grade, white-label stored value wallet platform paired with incentive tooling. Our platform enables our customers to turn stored value and loyalty programs into a powerful growth engine that increases customer retention, drives repeat purchases, and boosts margins, all without the cost and complexity of building it in-house.

We're growing the team and looking for a high-octane, high-EQ individual to own customer success. This role drives cross-functional internal efforts and helps our customers grow on Ansa's platform. We take the title of this role seriously: helping ensure each of Ansa's customers is successful, and pave the way for future successful customers. You'll play a pivotal role in the product feedback loop, data analytics, defining what success looks like for our customers, and building long-term relationships.

About You

• Based in the SF Bay Area (or willing to relocate). You thrive in collaborative, creative environments working closely in person with a tight knit team.
• Energized by building and growing relationships with customers, navigating organizations, and understanding their stakeholders.
• Creative problem solver, you will have a lot of ownership in defining and driving what customer success means at Ansa. You're excited by the green space to creatively drive revenue-generating outcomes.
• Experience in product or triaging product-feedback loops with users, a passion in digging for the "why" behind a feature request to better understand the problem and help design an impactful solution.
• Agile task prioritization, applying a bias for simplicity and preference for the achievable. You have a never-not-my-job attitude.
• Scrappy and resourceful. You can adapt to fast-paced, constantly shifting environments. You're excited to learn new things, experiment, and grow within this role.
• Have excellent communication and interpersonal skills, with the ability to influence and negotiate effectively with internal and external stakeholders across functions.
• Have an analytical mindset and use data as a tool for storytelling. You'll synthesize data for insights to optimize our strategies.

Nice To Haves

• Solid understanding of payments technology - payment acquiring, processing, and schemes; mobile, online, and offline payment platforms, models, and flows.
• Demonstrated success in driving customer growth and retention programs with contribution across teams - e.g. engineering, risk, legal, finance, business development.
• Experience working closely with or driving product initiatives, keeping internal stakeholders in the loop, and defining measures of success.

What Will You Be Doing?

You will be responsible for ensuring the success of our existing customers, owning new initiatives, driving actionable data insights, and growing relationships. You will operate across internal stakeholders to deeply understand our product and play a pivotal role in the product feedback loop based on customer feedback and demand.

You will work closely with our CEO to define success metrics for our customers and advocate for our customers across internal teams. This includes:

• Build strong relationships with our customers.
• Deeply understand their business, goals, and implementation with Ansa.
• Proactively drive initiatives to improve the adoption and success of our customers.
• Act as product owner, especially for customer initiated products.
• Advocate for customer needs to product and engineering.
• Help shape product roadmap by identifying patterns and opportunities in our offering.
• Manage weekly and monthly data analysis and reporting for Ansa customers.
• Build a foundation for scalable, ongoing customer success.

Our Culture

We're a small team with a big mission. That means we have to hold ourselves to a high bar, by design. With limited resources and high ambition, excellence in quality, communication, and ownership, ambition isn't optional it's how we move forward.

• Ownership if you see it, you take it. We don't wait to be told.
• Nosiness curiosity across boundaries, asking questions, stepping beyond scope to solve problems.
• High agency proactive and self-directed. You move the work, not the other way around.
• Accountability we do what we say, and communicate proactively.
• Relentless drive we work with focused intensity and follow through, even when it's hard.
• Thoughtful execution shipping work that's not just fast, but intentional. Think about how decisions today will affect us down the road.
• Pride in your craft we sweat the details and take our work personally, because it reflects who we are.
• Kindness and trust we give each other respect, empathy, and the benefit of the doubt. We assume good intent and act like teammates.