Senior Strategy Lead, Customer Success

Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers!

Job Description

We are seeking a highly motivated, experienced, and deeply resourceful individual to lead and execute Cash Customer Operations’ (CCO’s) Customer Success planning and strategy functions. This individual will be part of a team that works cross-functionally within CCO, and across Cash to create, align and refine strategy, and drive performance and goals.  This role is focused on effective, timely, and compliant operations of our strategy and framework within Customer Success to deliver critical business projects.

In this role, you will serve as a guide, air traffic controller, innovation source, budget master, and the ultimate operational strategist, driving excellence, consistency, and communication among the Customer Success leadership team, and ensuring alignment and shared understanding across CCO.  This role will work deeply with the Sr. Leaders of the Customer Success to develop and drive a deep understanding of key strategies, keeping the teams and supporting functions aligned, and maximizing CCO’s focus and execution capabilities. Inside the Cash team, you’ll work with the Sr. Strategy Lead, Finance, Product, Engineering, Biz Ops, and other partners to represent Customer Success and its priorities to support our customers as a key piece of building Cash App’s reputation as a financial institution they can trust. 

You will:

• Guide strategy execution by the business in a scalable and compliant way 

• Utilize deep operational and support industry knowledge to implement and improve on people, process and technology while serving as a strong cross-functional leader for our global team

• Facilitate the goal setting and execution of critical projects within Customer Success smartly balancing the levers around quality, cost, impact, risk and compliance and outcomes to maximize investments and talent 

• In partnership with Data and Process improvement teams to gather and synthesize relevant data, suggesting improvements in the processes and workflows to help scale the business to stay ahead of our needs 

• Represent Customer Success  as needed in critical conversations with business partners across Cash to help synthesize priorities and context to drive informed high-decision quality

• Partner with Operational Excellence in the implementation of risk management practices within Customer Success including driving risk assessments, remediating identified issues, facilitating policy reviews, and managing regulatory change. 

You will be accountable for:

• Managing operational frameworks around how Customer Success prioritize strategic initiatives, set goals, form and align on priorities, in partnership with the Sr. Leadership teams.

• Coordinating communication and execution of work amongst the department leadership team to ensure alignment, visibility and context are available and incorporated

• Steering and refining the engines that drive how we manage change, new business priorities, balance running the business with fueling innovation, and hold each other accountable in Customer Success to focusing on the priorities with the strongest impact and value 

• Participate with the Sr. Strategy Lead and CCO Leaders in formulating and creating alignment around the CCO investment strategy, which includes budgets, resource balancing among priorities

• More specifically, oversee and drive accountability over annual and quarterly planning, including budgets, headcount, and organizational design.

• Building and representing the team’s culture and priorities as part of the overall ecosystem CCO is building across internal and external sites 

• Leading, coordinating or supporting efforts around major i