Modern Treasury

Payment operations tools for money movement.

Head of Customer Success at Modern Treasury

Location
San Francisco
Job Type
Full-time
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About the role

OVERVIEW

We’re looking for a Head of Customer Success to join our Growth team. In this role, you will lead and grow the team responsible for relationships with our customers that span implementations, daily support and technical questions, renewals and expansions, and consultations on product strategy.

Our team is a group of trusted advisors to our customers. We want to build on this as we educate, gather feedback, and understand customer needs and map them to the value of Modern Treasury. It’s important to us that we constantly incorporate customer input as we build and as we scale our culture of customer-centricity. You will be key to this mission.

As a leader in customer success, your team will be responsible for time to value, customer adoption and usage, renewal, and customer happiness and referenceability. You will drive the plan to attain and exceed our goals. You will assist your team throughout the customer lifecycle.

As a manager and team builder, we’re looking for someone to hire, develop, coach, and manage our high-performing Customer Success team. You are a continuous learner. You will own the strategic plan for the CS org to scale and along the way you will expand the team’s customer, product, and market expertise. You flourish in a fast-paced startup environment and can help your team do the same.

ABOUT MODERN TREASURY

Modern Treasury builds payment operations solutions. Our tools automate the full cycle of money movement—from payment initiation, through approvals, to reconciliation—and are accessible through web application or API.

We believe that payment operations is at the core of every business. We’re a lean team and we work hard to build outstanding products for our customers. When we succeed, our customers grow.

WEEK BY WEEK

During your first week you will:

  • Learn a lot in our onboarding camp

  • Develop an understanding of our customer segments and user personas

  • Read our favorite industry primers 

  • Become a master in our app and API

  • Build an understanding of our brand positioning, sales process, and bank partnerships strategy 

  • Spend a lot of time getting to know your team

During your first six weeks you will:

  • Shadow step-by-step customer onboardings, quarterly account reviews, renewal conversations, and sales calls

  • Formally take over as point-of-contact for executives in key account relationships

  • Lay the groundwork for turning our existing customer success programs into playbooks in each segment

  • Do a deep dive into our technical and bank escalation paths, then work with the team to operationalize plans for future scale

  • Jump in to help CSMs and clients solve sticky problems

  • Take over 1:1s, daily coaching, mentoring, and partnership with our CSM team

During your first six months you will:

  • Represent the voice of customers and the customer success team in product asks

  • Collaborate closely with sales for qualification feedback, implementation hand off, and journey mapping

  • Forecast renewals, expansions, and net revenue from our book of business

  • Partner with the bank partnerships team to drive servicing excellence

  • Teach new skills in the art of client relationship building and guide the team through your first performance review cycle

  • Hire, hire, hire

  • Keep learning! Brainstorm and bring to life new plans, concepts, and ideas.

REQUIREMENTS

  • 8-12 years experience with external or account relationships, preferably for a technical product or projects

  • Experience managing a team of teams for business-critical infrastructure and/or a technical product

  • Comfort with travel (when the time comes)

  • BA or BS required

EOE

Modern Treasury is committed to equal employment opportunity and does not discriminate in any employment opportunities or practices based on an individual's race, color, creed, gender (including gender identity and gender expression), religion (all aspects of religious beliefs, observance or practice, including religious dress or grooming practices), marital status, registered domestic partner status, age, national origin or ancestry (including language use restrictions and possession of a driver’s license issued under California Vehicle Code section 12801.9), natural hair, physical or mental disability, political affiliation, medical condition (including cancer or a record or history of cancer, and genetic characteristics), sex (including pregnancy, childbirth, breastfeeding or related medical condition), genetic information, sexual orientation, military and veteran status or any other consideration made unlawful by federal, state, or local laws.  It also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.


Why you should join Modern Treasury

Modern Treasury builds payments operations solutions. We believe that payment operations is at the core of every business. Our tools automate the full cycle of money movement—from payment initiation, through approvals, to reconciliation—and are accessible through web application or API.

We’re a lean team and we work hard to build outstanding products for our customers. When we succeed, our customers grow.