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Customer Success Manager

Dots 💸
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Hybrid (New York, NY; San Francisco, CA)$150k - $210k + equityFull-timePosted 3w ago

About the role

Customer Success Manager role at Dots, a YC-backed fintech building payout infrastructure. Focuses on onboarding, retention, growth, and leading the support team while managing own accounts.

Responsibilities

  • - Onboarding & implementation: Own customers from signed contract through first successful payouts, coordinate verification, integration, testing and launch, and shorten path from signature to first transaction.
  • - Retention & growth: Own post-launch customer portfolio, build strong relationships, identify retention risk, improve adoption, and pursue account growth via higher payout volumes or expansion of products.
  • - Support: Run the full-time and contract support team, maintain high standards for response quality, escalation, and follow-through, and troubleshoot payout issues using docs/logs before escalation.
  • - Systems & customer voice: Build onboarding processes, account-health signals, escalation paths, playbooks; document recurring problems and push for automation/product improvements; bring feedback to founders and product team.

Qualifications

  • - 3+ years in customer success, implementation or account management at a B2B software, fintech, or marketplace.
  • - Experience owning enterprise onboarding and shortening the path from signature to first transaction.
  • - Experience managing customers after launch, including retention, adoption, and account growth.
  • - Ability to build strong customer relationships while pushing projects forward.
  • - Technical fluency to read API docs, dig through logs, and investigate payout failures before escalation.
  • - Experience building onboarding, customer health or escalation processes from scratch.
  • - Ability and desire to run a support team while carrying own accounts.

Skills

Required:Customer successAccount managementOnboarding & implementationTechnical fluency

Benefits

  • - Private medical insurance, including dental and vision
  • - Unlimited vacation policy
  • - Regular team off-sites
  • - 401k plan
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Dots 💸

Developer friendly drop in payouts infrastructure

Dots is a developer-friendly API that lets businesses pay their contractors through just a few lines of code. Whether its gig workers like Uber drivers, sellers on marketplaces like Etsy, or simply your local handyman - Dots’ abstracts away the complexity of payouts completely. We manage the entire process: information collection (KYC), payments through any rail (ACH, Venmo, CashApp, Zelle, international, and many more to come), and even filing tax forms! Dots lets developers get payouts up and running over just a few hours, rather than the many months this would normally take.

fintechpaymentsapicreator-economy
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