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?

• 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

• 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 a physical office space 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 have daily team lunches 🍽️ we’re close to a lot of great food options and love trying new places as a team (Flour + water, bon nene, tartine