Sr. Director, Customer Success & Onboarding (Remote)

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Meet Upside:

Upside is a high-growth retail technology company driving hundreds of millions of dollars in proven profit to brick and mortar businesses. Unlike the many apps and services that provide discounts to consumers but actually hurt retailer profitability, GetUpside is the only two-sided marketplace platform that provides proven incremental profit to retailers. More than 30,000 retailers nationwide are seeing a 52% ROI on average—results that have been independently audited by Fortune 500 and third party analytics companies. On the consumer side of the marketplace, more than 30 million people power $2 billion in purchases through the GetUpside platform every year. They use our top-rated mobile app to see 2 to 3 times more value on their purchases than with any other product. By helping people and businesses do better, communities grow stronger. GetUpside is venture-backed by some of the best names in venture, including Bessemer Venture Partners, Data Collective, and Formation 8.

About the Job:

The Senior Director of Customer (Merchant) Success will lead and grow the Merchant Success team responsible for onboarding and educating Upside’s merchants. Merchant Success will serve as our clients’ primary point of contact during their onboarding, ensuring a smooth launch, platform adoption and accurate education and support in the early stages of their partnership with Upside. In this role, you will also be responsible for crafting and implementing scalable merchant education programs, working cross-collaboratively with various Upside teams to deliver onboarding execution.

What you’ll do:

  • Help to scale the Merchant Success function at Upside with a team of specialists dedicated to merchant onboarding, adoption, and education

  • Work in collaboration with Sales, Account Management, Merchant Operations, and Marketing to deliver an outstanding Merchant experience from launch through onboarding 

  • Gain a deep understanding of our merchants’ needs and what they expect from our company, becoming the expert in site configuration, payment and data feed setup, as well as third-party integrations

  • Advise the strategy and design of the team in partnership with VP of Account Management, including standard methodologies for each vertical

  • Provide continuous mentorship and development of your team, which includes recruiting, hiring, and training new specialists

  • Serve as the highest point of escalation for the team, providing troubleshooting and reconciliation of both internal and external customer concerns

What you need:

  • 5-10 years of relevant Customer/Merchant Success experience

  • Strong customer understanding, combined with background supporting revenue and growth

  • Highly collaborative personality, and the experience to build strong cross-functional partnerships

  • Flexibility and experience navigating environments with ambiguity

  • Strong written and verbal communication skills, with the ability to articulate and sell a vision both internally and externally

  • Strong execution skills to drive action and accountability

What Upside can offer:

  • Competitive base salary plus performance bonus eligible

  • Generous equity participation for all quota carrying roles

  • The opportunity to meaningfully impact the trajectory of one of the fastest growing companies in the U.S.

  • Deloitte Technology Fast 500’s:

  • 2021 Rank:  #2 in the US

  • Sector: Software and SaaS

  • Revenue Growth (2017 to 2020): 60,259%

  • Headquarters: Washington DC

  • Best in class benefits package, including unlimited PTO

  • Culture of development first, with a deep management bench focused on coaching the individual for this job and the next

  • Comprehensive tech stack to enable sellers to succeed, including Gong, Outreach, Linkedin In Navigator, and a number of proprietary tools

The fine print:

  • Notice to recruiters and placement agencies: please do not submit resumes to any person or email address at Upside prior to having a signed agreement with Human Resources. Upside is not liable for, and will not pay, placement fees for candidates submitted by any party or agency other than its approved recruitment partners.

At Upside, we believe that diversity drives innovation. Our differences are what makes us stronger. We‘re passionate about building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here, come join us!

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Technology we use

  • Engineering
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • TerraformFrameworks
    • DynamoDBDatabases
    • MySQLDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • WebflowCMS
    • HubSpotCRM
    • SalesforceCRM
    • Google HangoutsCollaboration
    • SlackCollaboration

What are Upside Perks + Benefits

Upside Benefits Overview

Health, vision & dental insurance
Unlimited vacation
Free lunch & snacks at the office
Employee stock option plan
Dog-friendly workplace

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Pet Friendly
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available

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