Director of Customer Success, Earnin
B2B
$202-247k
OTE
+ Equity
2+ days a week in office (Palo Alto, CA)
Paycheck advance service for employees
Be an early applicant
Paycheck advance service for employees
201-500 employees
Be an early applicant
$202-247k
OTE
+ Equity
2+ days a week in office (Palo Alto, CA)
201-500 employees
Company mission
Earnin’s mission is to build a financial system that works for people.
Role
Who you are
- The ideal candidate has a proven history of developing and implementing innovative, sustainable adoption strategies that deliver exceptional results
- They are passionate about growing a business within an established organization and take pride in recruiting and nurturing top talent
- 10+ years of sustained strong CS performance; 5+ years of experience managing teams to achieve personal and shared goals; and 3+ years selling into Enterprise-sized organizations. Bonus if experience includes selling financial services or HR/Benefits industry experience
- Strong business acumen with the ability to understand business models, markets, customers, competitors, and identify opportunities
- Ability to drive results within multi-stakeholder environments
- Someone who can deliver outsized results to our customers and our business with limited resourcing
- Data-driven strategist with strong written/verbal communication and presentation skills and proven ability to effectively influence across executive stakeholders both internally and externally and move CS motions through a large and growing organization mapped to direct and indirect business priorities
- Experience in defining CS metrics, and driving decisions based on data and/or qualitative feedback
- Ability to identify enterprise client pains and develop unique and compelling value propositions that focus on delivering ROI to the client
- Proven ability to hire and recruit top CS talent that drives outsized impact on the business and contributes positively to a company’s culture
- Bachelor's degree required; MBA or Master’s Degree a plus
- Strong executive presence and comfort with C-level executives
- Start-up or fast-paced, competitive environment experience preferred
What the job involves
- We are looking for a motivated and experienced Director of Customer Success to join the B2B team to drive our partner launch, retention and growth strategies, and lead and develop a CS team.
- Reporting to the VP/GM of B2B, you will have the unique opportunity to shape the business and success from the ground-up as we become a B2B market leader
- As the Customer Success leader, you will define the team strategy that drives best in class product adoption and revenue generation within the B2B portfolio. You will own and scale this massive opportunity, and work with Sales, Product, Strategy & Operations, Finance and other teams to make that vision a reality and innovate future approaches
- Own and manage the B2B portfolio of accounts, fostering long-term customer relationships, driving customer retention, reducing churn and identifying opportunities for upselling or cross-selling additional products or services
- Experiment quickly and create innovative solutions to drive growth, and scale insights to grow these initiatives to be world-class scalable playbooks
- Gather feedback from customers to understand their needs and challenges, and advocate for them internally to drive product improvements or changes
- Cultivate customer advocacy and community by encouraging customers to become brand ambassadors, engage in case studies, provide testimonials, and contribute to social proof, while building a strong sense of community among partners
- Lead and develop a team that consistently exceeds goals, grows partner value and drives sustainable revenue for Earnin. Define strategies, set targets, and design growth plans (including annual and quarterly plans) for the team aligned with business goals and competitive landscapes
- Establish and monitor forecasts and performance metrics to ensure goals are met monthly, quarterly and annually, and provide regular updates and reports to senior leadership
- Enhance CS productivity, ensuring infrastructure and tooling optimization for efficiency and scalability
Our take
Paying bills is an inevitable part of life, but paying them late or dipping into overdrafts can result in fees. This is the reality for millions of workers who have to wait for their pay checks to arrive – and the problem that companies like EarnIn are trying to solve. By allowing hourly workers access to their pay as it is earned rather than on a fixed date, it hopes to provide all Americans with the ability to deal with immediate costs without going into arrears.
Unlike competitors in this growing space such as Dave, Earnin charges no mandatory fees, instead gaining revenue through a voluntary tipping system. It also requires no credit checks to access its services, which puts it ahead of the growing number of digital banking solutions. This approach has garnered it a strong user base of over 300,000 business customers which offer Earnin as an employee benefit. Around 70 million paycheck advances were taken through the platform in 2022 alone, totalling $5 billion. Since then, this number has grown to an overall earnings access value of $15 billion.
Earnin is growing despite current difficulties in the wider tech landscape and is continuing to hire in all departments. It will continue to improve upon its offering and expand its network of businesses, aiming to give every employee in America control of the money they've earned.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Dec 2018
$125m
SERIES C
Sep 2017
$39m
SERIES B
Total funding: $190.1m
Company benefits
- 401k
- FSA
- Mental health resources
- Employee Resource Groups
- Stipend for growth opportunities
- Pet friendly office
- Work from home opportunities
- Health insurance
Company values
- Ownership
- Speed
- Impact
- Outstanding people
- Curious truth-seeking
- Multi-level thinking
Company HQ
Evergreen Park, Palo Alto, CA
Articles
Leadership
Ram Palaniappan
(CEO)Was Senior Operations Manager at Reflect.com, a P&G company. Served as President of UniRush from 2004 to 2012.
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