Director of Customer Success B2B

About EarnIn

As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks. 

We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world class talent onboard to help shape the next chapter of our growth journey.

Position Summary

We are looking for a motivated and experienced Director of Customer Success to join the B2B team to drive our partner launch, retention and growth strategies, and lead and develop a CS team. Reporting to the VP/GM of B2B, you will have the unique opportunity to shape the business and success from the ground-up as we become a B2B market leader. The ideal candidate has a proven history of developing and implementing innovative, sustainable adoption strategies that deliver exceptional results. They are passionate about growing a business within an established organization and take pride in recruiting and nurturing top talent.

The US OTE salary range for this full-time position is $202,000 to $247,000 + equity + benefits. Our salary ranges are determined by role, level, and location. For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets.

This role is hybrid with expectations of working from our Palo Alto office at least 2 days per week. 

What You'll Do:

• As the Customer Success leader, you will define the team strategy that drives best in class product adoption and revenue generation within the B2B portfolio. You will own and scale this massive opportunity, and work with Sales, Product, Strategy & Operations, Finance and other teams to make that vision a reality and innovate future approaches. 

• Own and manage the B2B portfolio of accounts, fostering long-term customer relationships, driving customer retention, reducing churn and identifying opportunities for upselling or cross-selling additional products or services.

• Experiment quickly and create innovative solutions to drive growth, and scale insights to grow these initiatives to be world-class scalable playbooks; 

• Gather feedback from customers to understand their needs and challenges, and advocate for them internally to drive product improvements or changes.

• Cultivate customer advocacy and community by encouraging customers to become brand ambassadors, engage in case studies, provide testimonials, and contribute to social proof, while building a strong sense of community among partners.

• Lead and develop a team that consistently exceeds goals, grows partner value and drives sustainable revenue for Earnin.  Define strategies, set targets, and design growth plans (including annual and quarterly plans) for the team aligned with business goals and competitive landscapes.

• Establish and monitor forecasts and performance metrics to ensure goals are met monthly, quarterly and annually, and provide regular updates and reports to senior leadership.

• Enhance CS productivity, ensuring infrastructure and tooling optimization for efficiency and scalability.

What We’re Looking For:

• 10+ years of sustained strong CS performance; 5+ years of experience managing teams to achieve personal and shared goals; and 3+ years selling into Enterprise-sized organizations. Bonus if experience includes selling financial services or HR/Benefits industry experience. 
• Strong business acumen with the ability to understand business models, markets, customers, competitors, and identify opportunities.
• Ability to drive results within multi-stakeholder environments. 
• Someone who can deliver outsized results to our customers and our business with limited resourcing
• Data-driven strategist with strong written/verbal communication and presentation skills and proven ability to effectively influence across executive stakeholders both internally and externally and move CS motions through a large and growing organization mapped to direct and indirect business priorities
• Experience in defining CS metrics, and driving decisions based on data and/or qualitative feedback.
• Ability to identify enterprise client pains and develop unique and compelling value propositions that focus on delivering ROI to the client
• Proven ability to hire and recruit top CS talent that drives outsized impact on the business and contributes positively to a company’s culture

• Bachelor's degree required; MBA or Master’s Degree a plus.
• Strong executive presence and comfort with C-level executives.
• Start-up or fast-paced, competitive environment experience preferred.

At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience, but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant. 

EarnIn does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.

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