Customer Success Manager at Dapi
About the role
Dapi is a financial technology infrastructure provider that allows businesses to accept and initiate bank transfers at nearly zero fees. We work to remove intermediaries thereby allowing our customers to deliver alternative payment solutions to their end users. We are building a new financial infrastructure that will enable every company to offer their own embedded financial services. Within one year of our launch, we have managed to attract investments from Y Combinator, Pioneer Fund, and other notable VC funds. Read more about us in TechCrunch and Crunchbase.
As the Customer Success Manager, you will be measured on the engagement, success, retention, and growth of the Dapi customer base. You’ll be laser focussed on delivering desired customer outcomes, improving customer health, supporting sales growth, driving adoption, increasing customer maturity, and maximizing value. You’ll think strategically, operate with discipline, and strive for continuous improvement.
*Define and optimize the Dapi customer journey, across Dapi’s customer segments
*Build a system of metrics that make sense of the various stages of the customer journey
*Use metrics and conduct primary research to identify gaps in customer-facing processes
*Build, staff, and maintain a system to produce a world-class customer experience across Dapi’s various customer segments
*Partner with the engineering team to successfully integrate new clients onto our platform
*Align and Educate internal teams about the customer journey and the importance of the customer success function
*Coordinate with different departments to align all of them in the effort to bring value to the customer and provide exceptional experiences
*Educate Dapi employees across multiple functions on the role they play in the overall customer experience and how they contribute to customer success
*Add meaningful value to customer interactions
*Maximize retention from our customers, while making them a willing and eager source of referrals for Dapi’s products
*Have a deep understanding of our customers’ organizational structures, technology initiatives, and any other considerations that may influence our lifetime value for each customer
*Serve as an advocate for our customers, collaborating with internal cross-functional partners to create additional value for our customers that aligns with their strategic priorities
*Create and optimize a customer support framework for the organization
*Collect data on bug reports and present that to the management team
*Build, structure, and mentor a world-class customer success team
*Participate in and drive the interview process to select the right employees for the team
*Build an effective team structure that produces results and surpasses expectations.
*3+ years experience leading a customer success organization; ideally has built a customer success team from scratch
*5+ years working in customer success organizations in the startup space; SaaS experience preferred
*Customer obsession: energized by engaging with customers, both in-person and virtually
*Passionate about customer experience and a demonstrated ability to improve customer happiness/NPS
*Prior experience with JIRA and Coda
*Relationship builder: empathetic listener who encourages trust in others and builds deep relationships with customers
*Collaborative: demonstrates the ability to work across a broad range of functions internally and externally to deliver value to our customers
*Function builder: can build processes and structures where none previously existed
*Has a long-term vision for the customer success function and can hire and mentor the right team members to realize that vision
*Stellar communicator: excellent written, verbal, and visual communication and presentation skills.
Why you should join Dapi
Dapi is a financial technology infrastructure universal real time banking API that enables bank payments. We work to disintermediate processing industry and enable cheap electronic payments in the US and beyond.