Who are we?

Thanx helps offline retailers build deeper, data-driven relationships with their best customers by integrating loyalty, feedback, referrals, and personalized marketing tools.

Thanx is backed by some of the best VCs including Sequoia Capital and Icon Ventures. We recently raised a $17.1M Series B to accelerate the company’s growth. We have, since then, grown the team by 250% and seen significant increases in key business metrics including user count, transactions processed, and MRR.

We are in the early stages of growth but well on our way to significant success. We Embrace Diverse Perspectives. We Focus On What Matters. We Make It Happen. We Say “Thanx” Generously. As corny as it may be, we literally say “Thanx” to each other in company all-hands.

Who Are You?

You are an experienced manager with a passion for service and making customers successful. You have experience connecting with a variety of customer personalities and have proven to be someone who builds trust quickly. You are organized and value repeatable processes that can scale while maintaining a high level of quality. You lead by example digging into hard problems and know how to identify and motivate talent.

Position Overview:

The Success team is responsible for helping our customers understand the possibilities of our platform and embrace them with maximum return on their investment. As the leader of this organization, you will train a group of Success Managers in developing the onboarding and training practices to ensure that merchants successfully launch and ultimately support their Thanx-driven marketing programs. As a much smaller portion of your purview, you will also be responsible for managing the customer support function to ensure that all Thanx users have a reliable and delightful experience. You and your team will be the voice of the customer while connecting with every function in the organization. You will understand the realities of our customers business and innovate on the best way for Thanx to become an integral and impactful part of that business.

You must:

  • Lead and grow a team of talented success managers.
  • Connect with merchants to understand their business challenges and partner with product and engineering to identify and serve their unmet needs.
  • Systematically monitor merchant health and create predictive models for at-risk merchants. Collaborate across the organization with Sales, Marketing, Product and Engineering to address key churn risks and increase customer retention and satisfaction.
  • Build onboarding and training curriculum for adopting best practices for deploying our programs.
  • Manage the end user support function to resolve end user issues efficiently and satisfactorily.
  • Engage merchants on a regular basis and highlight the value of the product with regular review meetings.
  • Develop measurement and reporting frameworks to understand merchant satisfaction and establish appropriate response protocols when gaps in adoption are uncovered.
  • Upsell merchants to purchase more robust product functionality and where possible expand their consumption.
  • Work closely with Sales to transition merchants from sales cycle to onboarding without friction.

You have:

  • 6+ years of customer facing experience and 3+ years leading a team.
  • Customer Success Experience working for a software company, this is required.
  • Excellent written, oral, presentation, and interpersonal communication skills.
  • Experience speaking to a crowd and can maintain your audience's attention.
  • Leveraged technology to target, segment and analyze relevant data — advanced Excel and statistics experience a plus.
  • Start-up experience or experience in a fast pace environment.
  • BA/BS degree, this is required.

Ready to change your life? Apply now!

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