ABOUT THE ROLE:

Splash is looking to add an experienced and strategic Senior Manager of Customer Success who will assist in setting and executing against our Customer Success strategy while leading teams that support multiple lending products. The Senior Manager of Customer Success will be responsible for ensuring we deliver great customer experiences that scale while effectively managing operational efficiencies and costs. We need someone who is operationally-focused and adept at connecting and communicating trends cross-functionally with clear metrics, feedback, and stories. You will work closely with peers across the entire organization to build, scale, and maintain a best-in-class customer success operation. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping build an organization that is crucial to our business and the customers that we serve.

WHAT YOU’LL DO AT SPLASH:

• Implement best-in-class customer support practices that help scale the organization, and ensure team members can efficiently and effectively support customers while reducing operational costs.
• Manage multiple teams while designing and driving strategic improvements to scale processes, services, and systems to enable the team to reduce operating expenses, while achieving SLA targets, customer experience metrics, and growth goals.
• Effectively identifies and diagnoses operational issues and implements appropriate solutions; such as team alignment, strategic planning, process improvement, change management, coaching, talent development, retention, and engagement strategies.
• Establish a culture of accountability and execution by setting clear performance expectations and operating routines.
• Manage customer reviews across multiple channels to maintain brand image and nurture customer relationships.
• Creates an inclusive environment that encourages maximum individual and team effectiveness; provides strong, dynamic mentor, develops, and guides employees to deliver upon customer engagement and key performance indicators effectively.
• Manages projects to ensure successful delivery (on time, within budget, meeting agreed-upon success criteria, etc.) by establishing clear goals, accountability, and alignment of resources.
• Partner closely with other department leaders, including but not limited to teams like Marketing, Legal/Compliance, Product, and lending partners to drive initiatives forward.
• Provide reports and forecasts for the leadership team and lending partners.
• Support initiatives such as engagement activities, diversity and inclusion, and employee surveys, etc.
• Shift seamlessly between the role of player and coach as the organization grows by answering calls, chat, emails, and resolving escalations.

WHAT YOU’LL BRING TO SPLASH:

• Bachelor’s degree or equivalent a plus.
• 5+ years leading a financial services Customer Success Organization that was focused on the support of lending products.
• 8+ years of experience in banking operations or financial services.
• Work from home environment that has reliable internet access - 100 mbps
• People-focused leader with proven ability to build creative, collaborative teams, develop people, and link performance to overall business goals.
• Strong knowledge of contact center trends/solutions.
• Ability to analyze and simplify complex issues with strong attention to detail; identify and drive strategic solutions.
• Assertive self-starter, with exceptional professional verbal/written skills, who is highly organized and able to work independently to finish assigned projects.
• Analytical and detail oriented; quick-thinker, fast learner, problem solver.
• Strong work ethic—gets things done within a strict time frame.
• Ability to articulate technical concepts/requirements clearly.