Sr. Customer Success Manager

Thanx

Denver, CO, US
  • Job Type: Full-Time
  • Function: Professional Svcs
  • Post Date: 01/01/2021
  • Website: thanx.com
  • Company Address: 180 Redwood St Ste 200, San Francisco, CA, 94102

About Thanx

Thanx is CRM and Marketing Automation custom-built for real-world businesses. We make personalized customer engagement effortless for both merchants and consumers.

Job Description

Thanx is a leading provider of digital guest engagement for offline businesses. Brick-and-mortar retailers, restaurants, and malls are facing an unprecedented crisis in the aftermath of COVID-19; Thanx helps these businesses embrace digital purchasing, capture greater customer data, and take action on that information to personalize every interaction with their guests. Our proprietary integrations with credit card networks (e.g. Visa) provide the volume and accuracy of purchase data which sits at the core of every product we build. Last quarter, Thanx saw record digital purchasing and marketing campaigns initiated on our platform, even amid a global pandemic. Recently named to the Nation’s Restaurant News “2020 Power List” as one of the 50 most influential innovators in food-service, our CEO describes our vision: “Brick-and-mortar commerce in the US alone is a multi-trillion dollar category but most businesses still severely lack the data and tools to deliver personalized, closed-loop marketing. Thanx is on a mission to change this permanently.”

Thanx has gained the investment of prominent venture and growth equity luminaries, having raised more than $30M from elite investors such as M33 Growth, Ribbit Capital, and Sequoia Capital — with our most recent financing (not yet formally announced) coming earlier in 2020 (feels like a lifetime ago, huh?). Core to our success is a culture that has attracted some of the best talents from across the country; we are proud of our incredibly strong employee tenure, track-record of internal promotions, and impressive alumni network. We credit our cultural “core behaviors” with these accomplishments: Find A Way, Focus on What Matters, Say “Thanx” Genuinely, Welcome Diverse Perspectives, and Empathy Over Ego.

Who Are You?

You are a high energy, highly organized individual who is passionate about building strong relationships. You are nimble and quick to adapt to changing priorities for your merchants and thrive in a fast-paced environment. Your mentors would describe you as intelligent, detail-oriented, and resourceful. You can demonstrate positive collaboration and teamwork through past experiences. You don’t need step-by-step directions to complete a task, but instead, spend time and energy building your own solutions.

Position Overview:

As a Senior CSM, you will manage all aspects of the Customer Success cycle for key accounts from onboarding, to launch/implementation and strategic ongoing account management. As a core member of our Merchant Success team, you will work directly with our new and existing Thanx merchants to ensure they are successful and grow their business using Thanx tools. Your day-to-day will include project management, coordination with multiple external merchant contacts, timely and helpful customer support, merchant implementation meetings and tasks, as well as in-depth presentations on program insights.

In this role, you will be well-versed in managing a portfolio of complex customers who are 30+ location, brick and mortar merchants in the restaurant, retail, and service industry. Build deep relationships with and create value for CEO, CMO, CFO, COO as well as key partners and influencers; Consistently exceed merchant expectations with your level of commitment and ability to deliver under tight timelines and limited bandwidth to create merchants who will publicly rave about their Thanx experience. Be comfortable and experienced in presenting to C-Suite executives, rolling out training programs to multi-level contacts and developing and executing robust marketing plans with established marketing executives. Own project management, maintaining comprehensive project plans, clearly executing an onboarding, launch and account management strategy that allows other company resources (Sales, Product, Engineering, Leadership Team) to easily engage and align in the process. Negotiate difficult conversations with customers without management oversight Leverage experience to confidently make educated decisions/ recommendations Glean valuable merchant insights to identify key pain points for the customer and turn these insights into feedback for future Product/Engineering roadmap. Quickly master product capabilities and administration tools to add value and demonstrate expertise Research customer issues on your own and provide solutions without leaning on the guidance of peers, product and engineering or requesting management escalation. Willingly support peers and management by filling in where there are coverage gaps or opportunities to make others in the organization more successful. Possesses a willingness and grit to go above and beyond role description or standard working hours to deliver impactful results.

We are not big on requirements, but you probably have:

  • 5-7 years of software/B2B customer success, project management or related experience
  • An understanding of startup environment and willingness to break through walls.
  • Strong written and verbal skills and enjoy speaking to a crowd
  • A BA/BS A blended creative and analytical approach to problem-solving
  • Familiarity with conventional software, like Salesforce and Microsoft Office
  • Start-up experience or experience in a fast-paced environment Analytical skills and knowledge of SQL/Excel a plus

Note: The position is remote through May 2021 with the possibility to transition to an office if employee density in your location allows.

Ready to change your life? Apply now!

We are proud to be an Equal Employment Opportunity company. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thanx will consider qualified applicants with arrest or conviction records for employment in a manner consistent with local requirements.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.