Client Success Manager

| Chicago
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M1 is a young, rapidly growing company determined to reinvent personal finance. We believe the current tools used to invest, borrow, or spend your money fall short of what's possible with new technologies, and we're looking to change that. We're building the tools to empower people to make the most of their money through a free and intuitive automated financial platform. We already manage hundreds of millions of dollars and are signing up thousands of new customers each week, but we’re just getting started and have ambitious plans to take on an entrenched industry. Join us and help build the future of personal finance

Job Description 

We are looking for an exceptional leader to oversee our Client Success team and deliver on our goal to deliver a world-class customer experience to the clients of M1. The perfect candidate will be able to create and lead the strategic vision, planning and execution, as well as lead and motivate a team of high-potential, hard-working client success associates who give their all on a day-to-day basis. Client Success is an integral part of M1, so you’ll work closely with Marketing, Operations, Product, and Leadership to ensure our business goals are met, develop strategies to use data to better understand our product and clients, and overall, improve our customer experiences.

We’re looking for someone who is excited to build, grow, and solve problems. We’d need someone who values high-level strategic thinking, but isn’t afraid to roll up their sleeves and get their hands dirty. Diversity is important to us and unique perspectives are encouraged/

Responsibilities

  • Directly lead and manage the Client Success P&L which includes managing the growth and development of individual CS Associates and ensuring the department is scaling appropriately
  • Client Success Manager will be responsible for creating the team culture and team expectations
  • Define and develop key metrics for Client Success. Execute and report on Client Success Service Level Expectations (SLE) and serve as the point of contact to share this information to leadership
  • Spearhead developing and improving playbooks for internal operational processes and department roadmap
  • Partner with Engineering, Product and Marketing to gather customer feedback and product feature requests to influence the overall company product roadmap

Qualifications

  • 2-5 years leading world-class customer success teams
  • Excellent communication skills
  • High level of accountability
  • Passion for customer experience
  • Positive outlook and proactive mindset
  • Proven experience making data-driven decisions
  • Experience in a retail environment
  • Finance experience, a plus
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Technology we use

  • Engineering
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLanguages
    • NodeJSLanguages
    • KotlinLanguages

Location

The M1 office is centrally located in Chicago's Loop, with easy access to public transportation and plenty of bars and restaurants nearby.

An Insider's view of M1 Finance

What’s the vibe like in the office?

Laid back but very energetic at the same time. We're always working on the next product update, the next campaign, and while it can be a bit demanding, every team is good about providing flexibility and we celebrate all successes together.

Catalina

Art Director

How do you collaborate with other teams in the company?

Open communication and collaboration welcome at all times. We're always looking for ways to harness each other's expertise so that the whole is greater than the sum of the parts.

Patryk

Digital Marketing Specialist

What makes someone successful on your team?

We look for people who are smart, ambitious, hard-working, and friendly.

Steven

VP of Engineering

What is your vision for the company?

M1 Finance should functionally change the way we manage our personal finances.

Steven

VP of Engineering

How do you empower your team to be more creative?

M1 has a mountain to climb, and we are always looking for more solutions. Any person on my team is empowered to come up with those solutions

Steven

VP of Engineering

What are M1 Finance Perks + Benefits

M1 Finance Benefits Overview

A great product is the result of a talented team and strong work culture. At M1, our philosophy is to hire unbelievably intelligent, motivated, high-integrity individuals and promote an environment that enables their best work.

Our company’s culture reflects what creative, intelligent people value in their careers: meaningful and interesting work, a fun environment, and financially rewarding opportunities.

https://www.m1finance.com/about/culture

Culture
Volunteer in local community
M1 sponsors volunteer opportunities in the Chicago community each quarter, which allows us to give back, bond as a team, and spend time doing things that are important to the employees of M1.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
M1 uses a SIMPLE IRA, which is similar to a 401K. It allows us to use the M1 platform for the retirement benefit. M1 will contribute 2%, regardless of the employee contribution, even if that is 0%.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. M1 also provides 4 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Our mentorship program includes Career mentoring, Leadership mentoring.
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