M1 is a young, rapidly growing company determined to reinvent personal finance. We believe the current tools used to invest, borrow, or spend your money fall short of what's possible with new technologies, and we're looking to change that. We're building the tools to empower people to make the most of their money through a free and intuitive automated financial platform. We already manage hundreds of millions of dollars and are signing up thousands of new customers each week, but we’re just getting started and have ambitious plans to take on an entrenched industry. Join us and help build the future of personal finance

Job Description 

We are looking for an exceptional leader to oversee our Client Success team and deliver on our goal to deliver a world-class customer experience to the clients of M1. The perfect candidate will be able to create and lead the strategic vision, planning and execution, as well as  lead and motivate a team of high-potential, hard-working client success associates who give their all on a day-to-day basis. Client Success is an integral part of M1, so you’ll work closely with Marketing, Operations, Product, and Leadership to ensure our business goals are met, develop strategies to use data to better understand our product and clients, and overall, improve our customer experiences.

We’re looking for someone who is excited to build, grow, and solve problems. We’d need someone who values high-level strategic thinking, but isn’t afraid to roll up their sleeves and get their hands dirty. Diversity is important to us and unique perspectives are encouraged/

Responsibilities

  • Directly lead and manage the Client Success P&L which includes managing the growth and development of individual CS Associates and ensuring the department is scaling appropriately
  • Client Success Manager will be responsible for creating the team culture and team expectations
  • Define and develop key metrics for Client Success. Execute and report on Client Success Service Level Expectations (SLE) and serve as the point of contact to share this information to leadership
  • Spearhead developing and improving playbooks for internal operational processes and department roadmap
  • Partner with Engineering, Product and Marketing to gather customer feedback and product feature requests to influence the overall company product roadmap

Qualifications      

  • 2-5 years leading world-class customer success teams
  • Excellent communication skills
  • High level of accountability
  • Passion for customer experience
  • Positive outlook and proactive mindset
  • Proven experience making data-driven decisions
  • Experience in a retail environment
  • Finance experience, a plus

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