The VP, Customer Success plays a critical role in driving Marqeta’s success and revenue growth, including core P&L responsibility. The role has three fundamental accountabilities:
The Customer Success team is responsible for cultivating customer relationships in collaboration with the BD team and, once contracts are signed, assuming primary ownership for the customer relationship and the success of the customer program – both directly and through the Customer Success team. The team coordinates with Marqeta’s Operations resources for each customer program, working collaboratively across Business Development, Marketing, Product, Legal, Compliance, Operations and Technology to ensure a smooth and efficient customer and team experience for all. Each team member is accountable for developing key program goals, creating growth initiatives, finding new opportunities and being thought partners to our customers. Ultimately, the VP will be accountable for leading and mentoring the team, all while helping to operationalize the customer experience and ensuring each customer program maximizes revenue and profitability potential for Marqeta.
The current CS team already operates with focus and autonomy, driving consistent and positive results. You will support the team with account-level guidance, coaching and relationship support as needed. Finally, your team will be tasked with developing and growing Marqeta’s expertise in the domain of card program optimization as a core capability of the company, pulling together the knowledge and experience of the entire Marqeta team. This will involve detailed analytics, customer revenue modeling, sourcing and implementing automation tools, and optimizing each customer relationship - and the overall customer portfolio - as a P&L.
Personality: Self-driven, results-oriented with a positive outlook and a clear focus on high quality deliverables. A strategic thinker who can manage both high level vision as well as be comfortable in the details as necessary. A leader who critically assesses own performance and craves high quality feedback from colleagues. Reliable, tolerant, and determined. Empathic communicator, able to see things from the other person's point of view. At home in a high-paced, growth stage company.