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Senior Product Manager, Customer Success

New York, New York, United States

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2024 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

About the role

Flex’s core product that allows consumers to split their rent continues to grow extremely fast.  To ensure we can offer these customers the best possible end-to-end experience, we are heavily investing in Customer Success (CS) - including in the associated product experiences for both customers and support agents.  We’re hiring a customer focused PM to lead the charge on our software/product related CS efforts.

This is a hybrid position with on-site expectations of 3 days per week in our New York Headquarters. For candidates outside of the NY/NJ area, you may be eligible for our relocation assistance program.

What you’ll do

You will serve as the primary product owner of the CS experience for both customers and Flex agents. In this capacity, you will:

  • Develop and own Flex’s product strategy around Customer Success, across both customer experience and agent tools. This includes our product strategy and associated solutions related to the use of ML/AI to improve customer experience/outcomes. 
  • Move fast to define, de-risk, launch, and iterate on offerings for both CS agents and end customers that drive rapid, high satisfaction solutions to customer needs
  • Partner with Flex business leadership to shape overall CS strategy based on product strategy and roadmap.

Key qualifications

  • Product: 4+ years of product management experience with a track record of driving impact on your product(s) and ideally experience as a member of or partner to a customer facing team (e.g., Customer Success, Sales, etc)
  • Analytical horsepower: You dig deep into the data, think from first principles, and deliver the right results
  • Communication: High attention to detail including precise and effective communication with senior stakeholders
  • Scrappy: In a fast moving, results oriented team, you need to be eager to wear multiple hats as a leader and a “doer”, who will do what is required to land impact for Flex customers at high quality rapidly.  
  • Pace: Desire for fast-paced, entrepreneurial environment

The compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks.

For working locations in NY/NJ/CA, the base salary pay range will be $191,000 - $204,000

Life at Flex:

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

We offer many employee benefits. For full time, U.S. based employees we offer:

  • Competitive pay
  • 100% company-paid medical, dental, and vision
  • 401(k) + company equity
  • Unlimited paid time off with a PTO minimum + 13 company paid holidays
  • Parental leave 
  • Flex Cares Program: Non-profit company match + pet adoption coverage
  • Free Flex subscription

 For full time non-US employees, we offer

  • Competitive Pay
  • Company Equity
  • Unlimited PTO

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