🤝Customer Success Manager
Ansa
Customer Service, Sales & Business Development
Posted 6+ months ago
🤝
Customer Success Manager
It’s time that payments work for merchants, not the other way around. Ansa is building a branded wallet solution to increase customer retention and unlock new growth opportunities.
Our best-in-class closed-loop-wallet as a service enables payment experiences akin to the Starbucks balance, the Clipper card, Steam Wallet, and Uber Cash.
With Ansa, our merchant partners have increased revenue over 25% and seen over 50% higher customer retention. We are convinced that we are the last piece of the puzzle in driving delightful loyalty experiences with our slick payments product.
We’re growing the team and looking for a high-octane, high-EQ individual to own customer success. This role drives cross-functional internal efforts and helps our customers grow on Ansa’s platform. We take the title of this role seriously: helping ensure each of Ansa’s customers is successful, and pave the way for future successful customers. You’ll play a pivotal role in the product feedback loop, data analytics, defining what success looks like for our customers, and building long-term relationships.
👋 About You
Based in the SF Bay Area (or willing to relocate). You thrive in collaborative, creative environments working closely in person with a tight knit team.
Energized by building and growing relationships with customers, navigating organizations, and understanding their stakeholders.
Creative problem solver, you will have a lot of ownership in defining and driving what customer success means at Ansa. You’re excited by the green space to creatively drive revenue-generating outcomes.
Experience in product or triaging product-feedback loops with users, a passion in digging for the “why” behind a feature request to better understand the problem and help design an impactful solution.
Agile task prioritization, applying a bias for simplicity and preference for the achievable. You have a never-not-my-job attitude.
Scrappy and resourceful. You can adapt to fast-paced, constantly shifting environments. You’re excited to learn new things, experiment, and grow within this role.
Have excellent communication and interpersonal skills, with the ability to influence and negotiate effectively with internal and external stakeholders across functions.
Have an analytical mindset and use data as a tool for storytelling. You’ll synthesize data for insights to optimize our strategies.
😊 Nice to haves
Solid understanding of payments technology - payment acquiring, processing, and schemes; mobile, online, and offline payment platforms, models, and flows.
Demonstrated success in driving customer growth and retention programs with contribution across teams - e.g. engineering, risk, legal, finance, business development.
Experience working closely with or driving product initiatives, keeping internal stakeholders in the loop, and defining measures of success.
🤝 What will you be doing?
You will be responsible for ensuring the success of our existing customers, owning new initiatives, driving actionable data insights, and growing relationships. You will operate across internal stakeholders to deeply understand our product and play a pivotal role in the product feedback loop based on customer feedback and demand.
You will work closely with the CEO to define success metrics for our customers and advocate for our customers across internal teams. This includes:
Build strong relationships with our customers;
Deeply understand their business, goals, and implementation with Ansa;
Proactively drive initiatives to improve the adoption and success of our customers;
Feed the Ansa product feedback loop;
Manage weekly and monthly data analysis and reporting for Ansa customers;
Build a foundation for scalable, ongoing customer success.
🏆 What success in this role looks like
Innate understanding of our customers and what success means to them.
High ownership of existing-customer relationships: you’re their main point of contact and trusted partner, they see you as an extension of their team.
Innate curiosity and creativity in how to drive toward mutual goals.
Expert level comprehension of the current Ansa product offering to the B2B2C payments space.
Equal comprehension of where the Ansa product and engineering team aim to go, and why.
🎉 Our culture
We’re taking an intentional approach to how we grow the team. You’ll be an integral part not just of building the product but also the team ethos. Here’s what matters to us:
Bias to action, momentum is everything.
Getting it right is better than being right - we win as a team.
We collaborate efficiently.
Have an eternal learner’s mindset.
Be an owner.
Enjoy the journey and be good to each other.
We have an office in the Mission - we aim to work mostly in person but are flexible with hybrid work. We care deeply about making the office a fun and safe space to collaborate as a team and grow our team culture and identity.
Half the fun of this stage of building is the camaraderie, standing around a whiteboard, and codifying the culture together. We’re close to a lot of great food options and love trying new places as a team (Flour + water, bon nene, tartine, etc.)
🥞 Benefits
We offer competitive salary and equity.
Beyond this, we provide the following benefits:
Stellar health, dental, vision insurance coverage, including fertility benefits & One Medical.
Unlimited PTO with a minimum + observed local holidays.
Equipment to help you work from home & get to the office.
Commuter benefits: these can be used up front towards an eBike 🚲 or scooter 🛴
New equipment: laptop, monitor, and other tools to help you on days when you WFH 👩💻
✌️The team
Sophia Goldberg, Founder
ALT
4+ years at Adyen across Account Management and Product roles
Author of best-selling “The Field Guide to Global Payments”
MSc @ LSE, BA @ Tufts University.
In my free time: photography, F1 🏎, hiking, amateur ceramicist
Chris Sides, Software Engineer
ALT
3 years at Impira - Fullstack Software Engineer and Security and Privacy Officer
Focused on Cybersecurity, Server-side product engineering, Database management, and Cloud Infrastructure
BS CompSci & BSE MechE @Duke
I like cooking (a bit of baking), hiking around the bay, biking/scooting, video games, and adamantly believe that pineapple does in fact belong on pizza
Tony Lee, Software Engineer
ALT
Focused on backend and cloud infra
BA CS @ UC Berkeley, MCS @ UIUC
ex-engineering manager at Splunk and ex-swe at JackTrip
My day = full time dad + full time Ansa + some gym
Hank Lee, Software Engineer
ALT
Focused on backend + DB with some devops experience
Previously SWE @ 2 B2B Saas startups - Lacework (Cloud security anomaly detection) and Robust Intelligence (MLOps)
Berkeley EECS
I enjoy weightlifting, jogging, golf!
Happy papa of 2 cats 🐈
Nick Good, Software Engineer
ALT
2 years at Splunk - Fullstack Software Engineer
Focused on backend, but dabble in a bit of everything!
Bachelor of Software Engineering @ Waterloo (6 internships!)
In my free time: watching urban planning youtube videos, swimming in the ocean, D&D, Biking (~900 miles recorded on lyft bikes!)
Alice Tu, Product Designer
ALT
Full-cycle product designer focused on user-centered problem solving and deeply committed to UXR
Stood up AI analytics tools @Remesh.ai and @Chorus.ai
Studied Environmental Economics and Policy @UCBerkeley
Outside of Ansa, currently obsessed with painting, film photography, and soaking in the ocean
Minesh Patel, GTM Lead
ALT
Formerly Adyen, Middesk, Bank of America
Focused on everything Revenue- Sales, Partnerships, RevOps, Product Marketing
BS Finance @ UNC Chapel Hill
Enjoy the outdoors, hoops, and making my way through all of the cocktail bars the city has to offer
Sarah Hodges, Solutions Engineering
ALT
Helping our merchants build modern stored value products
5 years in solutions and product at Adyen
Product leader at Recurly, GoCart and Skipify
When I’m not at work you can find merescuing dogs, running far, and attempting to bake
If you’re interested in learning more about this position, please reach out to team@getansa.com.