Manager, Customer Success
Zogo
Austin, Texas, United States of America
WHO WE ARE
Founded in 2018, Zogo has been on a remarkable journey in financial education. Over the years, we've had the privilege of partnering with 250 financial institutions and assembling a dedicated team of passionate and skilled team members. Our impact is something we're incredibly proud of, with a user-base that has grown to over 1.5M people who have diligently completed more than 10 million education modules. At Zogo, we want everyone to be empowered to reach their financial goals — and we need your help to make it happen.
ABOUT THIS ROLE
Zogo is seeking a highly-motivated Manager of Customer Success to join our team in Austin, Texas. Our mission is to make finance fun, simple, and social while building meaningful relationships between financial institutions and their communities.
As the Manager of the Customer Success Team, you will be responsible for overseeing the day-to-day operations of the customer success department. You will lead a team of Customer Success Associates, ensuring they support our financial institution (FI) and cross-industry partners by cultivating relationships, owning the partner lifecycling from start to finish and ensuring partners are satisfied with Zogo, driving customer retention and growth. You will work closely with our Product and Marketing teams to align on strategy, identify opportunities for process improvements, and contribute to the development of customer-centric initiatives. Partner relationship management will be necessary to ensure satisfaction, resolve issues, and drive business success.
This is a great opportunity to join an established yet expanding fintech company that is revolutionizing financial education as we know it. At Zogo, our goal is to empower users to reach their goals through financial education.
Who You Are:
You thrive in a fast-paced and forward-thinking environment. You’re a team player who is solution-oriented and understands the value of different perspectives.
You possess strong problem-solving skills and the ability to handle complex, high-pressure situations with professionalism and empathy.
You are internal and external focused; you can lead a successful team internally while also being customer-focused.
You are confident in adapting to changing requirements with the ability to manage multiple deadlines and partner opportunities concurrently.
You have exceptional communication, interpersonal, and organizational skills.
You have an analytical mindset with the ability to leverage data to drive insights, optimize processes, and make informed decisions.
Your Role at Zogo:
Team Leadership and Development:
Manage and develop a team of 3 Customer Success Associates to consistently deliver exceptional service.
Foster a positive, collaborative, and results-driven team culture focused on customer success and continuous learning.
Oversee the onboarding and training of new hires, ensuring they are equipped with the tools and knowledge to succeed.
Customer Relationship Management:
Manage key customer relationships, ensuring high levels of satisfaction and engagement.
Serve as a point of escalation for complex or high-priority client issues, working to resolve challenges and ensure long-term success.
Conduct regular check-ins and business reviews with strategic customers to identify growth opportunities and improve customer retention.
Cross-functional Collaboration:
Work closely with the Product team to communicate customer feedback and advocate for product improvements.
Collaborate with the Marketing team to develop customer communication strategies, promotional initiatives, and customer education materials.
Align with Sales and Account Management teams to ensure a seamless customer experience throughout the lifecycle.
Process Improvement & Strategy Development:
Identify opportunities to streamline and optimize customer success workflows and processes.
Develop and implement strategies to enhance customer experience, increase efficiency, and reduce churn.
Monitor key performance indicators (KPIs) related to customer satisfaction, retention, and growth, and use data to inform strategic decision-making.
Lead initiatives to refine or introduce best practices for customer success operations, ensuring scalability as the company grows.
Reporting & Analysis:
Prepare and present reports on team performance, customer satisfaction metrics, and other relevant KPIs to senior leadership.
Use data to continuously assess team performance, customer outcomes, and opportunities for improvement.
You’ll gain loads of experience in this role but before you do, you should have:
5+ years of experience in customer success, account management, or a similar client-facing role, with at least 2 years in a management or leadership capacity.
Proven track record of leading teams to achieve performance goals and deliver exceptional customer outcomes.
Strong understanding of customer success methodologies, including onboarding, customer engagement, and retention strategies.
Proficiency in CRM tools and customer success software. Experience with HubSpot and ClientSuccess is preferred but not required.
Microsoft and Google experience is required; SQL strongly preferred
Preferred experience working with SaaS products and/or products within the financial literacy space.
Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
About Zogo
Zogo is a mobile, web, and integrated solution in the financial literacy space that rewards users for learning. We break down complicated, financial concepts into 500+ bite-sized modules, covering everything from budgets to blockchain.
Companies partner with Zogo to co-brand the app, using it as a tool to engage their communities and customers. Zogo’s focus is on building a product that is easy and engaging to keep both partners and users satisfied
OUR REWARDS
We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. As a hybrid workforce, we offer our employees the ability to work remotely up to two days a week.
Zogo is committed to creating a diverse environment and is proud to be an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.
Zogo is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at hr@peak6.com. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.
#ZOGO
Apply now
WHO WE ARE
Founded in 2018, Zogo has been on a remarkable journey in financial education. Over the years, we've had the privilege of partnering with 250 financial institutions and assembling a dedicated team of passionate and skilled team members. Our impact is something we're incredibly proud of, with a user-base that has grown to over 1.5M people who have diligently completed more than 10 million education modules. At Zogo, we want everyone to be empowered to reach their financial goals — and we need your help to make it happen.
ABOUT THIS ROLE
Zogo is seeking a highly-motivated Manager of Customer Success to join our team in Austin, Texas. Our mission is to make finance fun, simple, and social while building meaningful relationships between financial institutions and their communities.
As the Manager of the Customer Success Team, you will be responsible for overseeing the day-to-day operations of the customer success department. You will lead a team of Customer Success Associates, ensuring they support our financial institution (FI) and cross-industry partners by cultivating relationships, owning the partner lifecycling from start to finish and ensuring partners are satisfied with Zogo, driving customer retention and growth. You will work closely with our Product and Marketing teams to align on strategy, identify opportunities for process improvements, and contribute to the development of customer-centric initiatives. Partner relationship management will be necessary to ensure satisfaction, resolve issues, and drive business success.
This is a great opportunity to join an established yet expanding fintech company that is revolutionizing financial education as we know it. At Zogo, our goal is to empower users to reach their goals through financial education.
Who You Are:
You thrive in a fast-paced and forward-thinking environment. You’re a team player who is solution-oriented and understands the value of different perspectives.
You possess strong problem-solving skills and the ability to handle complex, high-pressure situations with professionalism and empathy.
You are internal and external focused; you can lead a successful team internally while also being customer-focused.
You are confident in adapting to changing requirements with the ability to manage multiple deadlines and partner opportunities concurrently.
You have exceptional communication, interpersonal, and organizational skills.
You have an analytical mindset with the ability to leverage data to drive insights, optimize processes, and make informed decisions.
Your Role at Zogo:
Team Leadership and Development:
Manage and develop a team of 3 Customer Success Associates to consistently deliver exceptional service.
Foster a positive, collaborative, and results-driven team culture focused on customer success and continuous learning.
Oversee the onboarding and training of new hires, ensuring they are equipped with the tools and knowledge to succeed.
Customer Relationship Management:
Manage key customer relationships, ensuring high levels of satisfaction and engagement.
Serve as a point of escalation for complex or high-priority client issues, working to resolve challenges and ensure long-term success.
Conduct regular check-ins and business reviews with strategic customers to identify growth opportunities and improve customer retention.
Cross-functional Collaboration:
Work closely with the Product team to communicate customer feedback and advocate for product improvements.
Collaborate with the Marketing team to develop customer communication strategies, promotional initiatives, and customer education materials.
Align with Sales and Account Management teams to ensure a seamless customer experience throughout the lifecycle.
Process Improvement & Strategy Development:
Identify opportunities to streamline and optimize customer success workflows and processes.
Develop and implement strategies to enhance customer experience, increase efficiency, and reduce churn.
Monitor key performance indicators (KPIs) related to customer satisfaction, retention, and growth, and use data to inform strategic decision-making.
Lead initiatives to refine or introduce best practices for customer success operations, ensuring scalability as the company grows.
Reporting & Analysis:
Prepare and present reports on team performance, customer satisfaction metrics, and other relevant KPIs to senior leadership.
Use data to continuously assess team performance, customer outcomes, and opportunities for improvement.
You’ll gain loads of experience in this role but before you do, you should have:
5+ years of experience in customer success, account management, or a similar client-facing role, with at least 2 years in a management or leadership capacity.
Proven track record of leading teams to achieve performance goals and deliver exceptional customer outcomes.
Strong understanding of customer success methodologies, including onboarding, customer engagement, and retention strategies.
Proficiency in CRM tools and customer success software. Experience with HubSpot and ClientSuccess is preferred but not required.
Microsoft and Google experience is required; SQL strongly preferred
Preferred experience working with SaaS products and/or products within the financial literacy space.
Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
About Zogo
Zogo is a mobile, web, and integrated solution in the financial literacy space that rewards users for learning. We break down complicated, financial concepts into 500+ bite-sized modules, covering everything from budgets to blockchain.
Companies partner with Zogo to co-brand the app, using it as a tool to engage their communities and customers. Zogo’s focus is on building a product that is easy and engaging to keep both partners and users satisfied
OUR REWARDS
We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. As a hybrid workforce, we offer our employees the ability to work remotely up to two days a week.
Zogo is committed to creating a diverse environment and is proud to be an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.
Zogo is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at hr@peak6.com. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.
#ZOGO
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