Customer Success Manager

Location: San Francisco, CA

Department: Customer Success

Type: Full Time

Min. Experience: Entry Level

Thanx helps merchants identify, engage, and retain their best customers with next-generation customer happiness tools. Our daily mission is to say “Thanx” to our customers and help them say “Thanx” to theirs.

Thanx is a revolutionary approach to customer loyalty. Our mobile-focused consumer experience eliminates painful printouts, loyalty cards, and check-ins for consumers — instead, consumers just pay as usual with any credit or debit card. Our core business is in helping merchants develop closer relationships with their best customers through data-driven marketing. As a Software-as-a-Service offering, Thanx requires no point-of-sale integration. Merchants can launch customized retention marketing programs in just minutes instead of months and at a fraction of the cost of existing solutions today. Over $15B in loyalty rewards were given out last year — and yet over 80% of brick-and-mortar businesses do not have these tools in place. Thanx brings a measurable and data-driven approach to a massive market that is waiting to be revolutionized.

Who are we?

We are passionate. We are loyal. We are innovative. We are a rapidly growing team backed by some of the best venture capitalists in the country. We literally say "Thanx" to each other in team meetings every week (as corny as it may be). Our CEO is a former Bain and Company consultant (and Stanford MBA) who specializes in customer satisfaction and customer retention, having worked closely with national technology and retail companies. We make our work home near City Hall and you can often find us in Hayes Valley for lunch and Happy Hour.

Your impact here can be as big as you want it to be. Thanx is a young company and we expect every early employee to be a massive contributor, to have a whole lot of fun, to create things that have never existed before, and to be a friend to their co-workers.  We offer top-end of market compensation with meaningful equity opportunities, and full healthcare benefits, Flexible hours, open vacation policy and routine performance reviews

Who are you?:

You are early in your career, and on the lookout for a place to develop and grow. You are eager to learn as much as you can in the coming few years, and thrive in a fast paced environment. Your mentors would describe you as intelligent, detail-oriented, and resourceful. You can demonstrate positive collaboration and team-work through past experiences. Ideally you have some experience in the customer success, customer support, or the service industry. You have strong written and verbal skills and enjoy speaking to a crowd. 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 core member of our Merchant Success team you will work directly with our new and existing Thanx merchants to ensure they are successful and excited by Thanx. It will be your responsibility to successfully onboard new merchants, build strong relationships with new and existing merchants, and ensure that the merchant experience is being communicated to the wider Thanx team. Your day-to-day will include timely and helpful customer support, merchant implementation meetings and tasks, as well as in-depth presentations on program insights for existing merchants. You will also work closely with product and engineering to report bugs and make recommendations on product enhancements.

 

Responsibilities:

Manage successful onboarding for recently-closed Thanx merchants through relationship-building, product knowledge, and planning.
Work closely with Sales to transition merchant from sales cycle to onboarding without friction.
Develop and maintain a deep understanding of the product and speak with merchants about ways to leverage Thanx tools.
Pull together data and insights from the loyalty program to engage merchants on a regular basis and highlight the value of the product.
Project manage the development of new training and promotional resources for merchants.
Track accounts to identify churn risk and work proactively to eliminate that risk.
Work closely with engineering and product to identify issues or bugs, and to be an advocate for product enhancements.

Qualifications

BA/BS degree required
Entry level position
Strong written and verbal communication skills
High energy individual with a thirst to learn
Balance of creative and analytical
Familiarity with common softwares, like Salesforce and Microsoft Office, a major plus
Enjoys presentations and speaking in front of a crowd
Start-up experience preferred
1-3 years of sales or account management experience strongly desired but not required

 

 

 

 

 

 

 

 

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