About Us: 

We know that paying bills isn’t fun. At Papaya, we work tirelessly to help make that experience better. With our app, users can snap a photo of any bill and it’s paid - no more calls, mailing checks, or tedious web forms. We are one of the fastest-growing startups in Los Angeles, backed by successful investors including Sequoia Capital, First Round Capital, and Silicon Valley Bank. We have already made payments on behalf of tens of thousands of users in all 50 states and our goal is to expand mobile share of the $4T US consumer bill space. Our impact-driven team receives competitive salary, benefits, and equity.

If you always put the customer first, and want to be a part of revolutionizing the way people pay their bills, then we need your help. 

As Customer Success Lead, you will be manage the existing CS team, onboard new merchant partners, and deepen their relationship with Papaya to increase value. 

What you would be doing: 

• Manage a team of two CSMs; coach and mentor them, and future hires, on an ongoing basis
• Develop SOPs and best practices for new partner onboarding and expansion, to ensure ongoing partner retention
• Establish and track metrics to maximize partner adoption and retention
• Educate merchant partners on how to use Papaya effectively; answer their questions and address issues via email and phone
• Create partner outreach and engagement programs including: emails, webinars, workshops, videos, and guides to maximize use of Papaya

We’d like to hear from you if you: 

• Have 2-3 years managing Customer Success teams 
• Are an exceptional communicator, both written and verbally
• Intuitively understand people’s needs and have a strong track record identifying ways to proactively increase productivity and results
• Are a quick learner and thrive in an ever-changing startup environment

We’d be especially excited if you have built a Customer Success process before. If you have prior experience in Fintech and/or Healthtech, don’t forget to mention it!