Manager, Customer Success

Remote Position /
Customer Success /
Full Time
The problem

Every year, billions of dollars are set aside by your local, state, and federal representatives to make it easier for anybody to build a small business and turn their dream into reality.

But while governments might be great at governing, they’re terrible at marketing. These billions sit unclaimed, waiting for founders to discover them. We want to fix that, and we need your help.

The opportunity

MainStreet is looking for a Manager, Customer Success to help us scale customer engagement, retention and operational processes throughout the customer lifecycle. You’ll have an opportunity to influence and shape the customer experience, working cross-functionally with operations, engineering and sales in helping our customers achieve their goals. In addition to overseeing a team of customer success managers and associates. You will report directly to our Director of Customer Success.

What you'll do

    • Work with cross-functional teams to support all phases of post sales client lifecycle including but not limited to, client communication, onboarding, renewal contracts, and client separation 
    • Contribute to nascent initiatives and processes to scale customer success and hit MainStreet’s growth goals 
    • Utilize resources to understand our customers’ needs and pain points, and use those insights to improve the customer experiences
    • Manage a team of CSM direct reports - recruit, interview, hire, and train new team members
    • Own your team’s forecast and drive results
    • Serve as a leader, helping to develop the skills of your individual contributors so they are able to achieve their career goals
    • Serve as a point of escalation for customer issues and work to resolve those issues in a timely manner
    • Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement

What we're looking for

    • 5+ years of experience working in a client facing role 
    • 3+ years of experience overseeing a team of 3-5+ customer success facing direct reports
    • A champion problem solver with experience working with cross-functional teams (operations, sales, product, engineering, marketing, etc.) 
    • Experience working on mission-critical projects with tight timelines
    • Ability to work independently and communicate over the phone and with video chat software, such as Zoom
    • A knack to problem-solve creatively, while collaborating with Sales, Product, and Marketing to create an exceptional customer experience
    • Confidence in escalating issues and building trust with team members and customers
    • A strength for delivering strategic recommendations to customers to improve their product adoption
    • Data driven, you should be able to measure efficacy of team output related to customer success outcomes

You'll thrive if

    • You enjoy building things from zero to one
    • You’re excited to roll up your sleeves and work on some of the toughest challenges MainStreet has to offer
    • You operate under a service mindset — we’re here to serve our customers, not our egos
    • You enjoy turning complex problems into elegant solutions

Compensation

    • Base salary range for this position is $100,000 - $172,000 and is based upon years of experience that is commensurate with the level of the position in addition to location
    • Bonus that is commensurate with the level of the position
    • Robust equity program with significant upside potential
    • Benefits including medical, dental, vision, disability, life, 401k plus additional perks to make your work from home life better
About MainStreet

What we do

We make these tax credits easy as butter. MainStreet pairs companies & employees with hundreds of local, state, and federal tax programs. Then we do all the paperwork to get companies what they’re owed in minutes, vs the dozens of hours it would otherwise take.

The average company gets $51,040… in the first year. In cash. 

We just announced our $60M Series A, led by SignalFire. We’re backed by an incredible community of partners, operators, and founders, including Ryan Hoover (Product Hunt founder), Ashton Kutcher’s Sound Ventures, Des Traynor (Intercom cofounder), Gradient (a Google Venture Fund), Ron Conway’s fund SV Angel, and Tusk Ventures. 

How we think about diversity

We try to make sure the diversity of our customers is reflected in the team that serves them. Because when we include people of all races, genders, sexual orientations, ages, and identities — we end up building a better experience for everyone who uses MainStreet.

We know we need to be intentional in our hiring practices in order to overcome systemic biases we may be blind to. So, if your lived experience has given you a unique perspective on business, startups, or any other aspect of our business – even if you don’t meet all the requirements – please still apply and let us know so we can make sure your application gets the attention it deserves.