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Mid-Market, Customer Success Manager

    Bolt is on a mission to democratize commerce. Since our founding, we’ve relentlessly focused on creating a world class buying experience that’s available for all online businesses – not just the giants of retail. Through our Checkout platform and growing network of tens of millions of shoppers ready for one-click-checkout at the point of inspiration, Bolt is leveling the playing field for retailers and making shopping easy, trusted, and secure for consumers.
    The fact that we’re revolutionizing ecommerce is only half of the equation  – we’re also transforming the way we work. At Bolt, we’re committed to working Consciously, and believe in balancing execution with humanity. Our team is driven by the great technical challenges in our path, and by the thrill of creating a new standard for work. Come join us on the adventure today!

    E-commerce infrastructure on the internet is fragmented and broken. Bolt is a world-class buying experience available for all online businesses. We’re building a future where retailers can eliminate the massive operational overhead and technical debt associated with online checkout and payments, and where customers can buy instantly and securely across the internet. To solve such a large problem, we’ve put together an incredible team and are selectively adding to it.

    Bolt is hiring a Mid-Market Sr. Customer Success Manager to help manage our largest segment of merchants. Reporting to the Director of Customer Success, this individual will be responsible for training, gathering product requirements and adoption, driving merchant advocacy and retention, and most importantly, revenue growth. This cross-functional role will require excellent strategic planning, stakeholder management, and executive-level influence to ensure your merchants continue to get value from Bolt.

    What makes you a great fit:

    Passion for serving as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success
    You make deep, meaningful connections with your customers, whether spending hours on the phone, creating unique approaches to solving their toughest challenges, or understanding their business inside and out
    Commercially and growth-oriented – you know how to dive into numbers to analyze value and can handle complex negotiations around value
    Avid learner, praised by others for your drive to ask exceptional questions and continue learning
    You love technology and want to work with a team on the cutting edge of making commerce instant, consistent, and trusted

    Responsibilities:

    Manage our Mid-Market accounts at Bolt, developing and executing custom account plans and strategies to retain the merchant and set the stage for expansion
    Be a thought leader for your customers, proactively raising solutions and concerns before it becomes an escalation
    Partner with internal teams (professional services, support, product, engineering, sales) to manage the overall success of the merchant
    Influence internal and external cross-functional stakeholders, including executives, to achieve win-win solutions for Bolt and your merchants
    Standard Customer Success responsibilities including identifying growth opportunities that drive Bolt revenue, conducting quarterly business reviews, monitoring merchant health, managing escalations, and achieving KPIs
    Problem solve issues for your portfolio, whether that requires bringing in an SME or developing a workaround to find win-win solutions

    Target earnings: The compensation for this role is targeted between $132,000-$163,000 OTE per year. Final offer amount is determined by a number of factors including but not limited to experience and position level. At Bolt, we take a geographically neutral approach to compensation, meaning that we pay based on job function and level, not location.

    Benefits:

    Comprehensive health coverage: Medical, dental and vision
    Remote-first workplace
    4 day work weeks
    Time away: Flexible PTO, paid holidays + floating holidays, your birthday off!
    Paid parental leave
    Competitive Pay
    Retirement plans
    Virtual and in-person team & company events

    In addition to our core values, Bolt is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity and expression, genetic information, pregnancy and related conditions, veteran status or any other reason prohibited by law. On our mission to democratize commerce, the Bolt platform levels the playing field for everyone. As a company, we are committed to designing products, building a culture, and supporting a team that reflects the diverse population we serve (that is, everyone).

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