Technical Customer Success

What is Spade?

Spade is building the next generation of fintech infrastructure by providing real-time merchant intelligence for the card ecosystem. We leverage a proprietary, ground-truth database to link any card transaction to a real merchant identity – providing granular merchant, category, and geolocation information. Our API leads the market in terms of merchant coverage, data accuracy, and speed of transaction enrichment. 

We’re a fast growing, Series A company backed by industry experts and top tier investors (including a16z, Flourish Ventures, Y-Combinator, and Gradient Ventures). Our customers, including Stripe, Bilt, Corpay, Mercury, and Unit, are industry leaders processing >$150B in card payments volume annually. They use our data to make better authorization decisions, detect and prevent fraud, build better banking infrastructure, and get a unique understanding of their users’ spending habits.

We’re a small and mighty hybrid team, passionate about building exceptional products for our growing customer base. We care deeply about diversity of opinion, background, and experience. We value empathy, curiosity, and passion, and strive to create an environment where individuals have autonomy and the ability to take ownership over their work.

What will you be doing?

As Spade’s first customer success hire, you will be responsible for keeping clients engaged & happy while gaining valuable insights from their experiences and feedback. You’ll act as a trusted partner to them from the start, managing implementation and ongoing customer success to ensure they get the most from our product.

You’ll work cross-functionally with co-founders, technical, and commercial teams on a daily basis. You’ll have the opportunity to build systems and processes from the ground up, delivering the best possible experience and outcomes for Spade’s customers.

• Own Spade customer relationships, from implementation, to ongoing customer success and account management
• Become a trusted advisor to our customers, deeply understanding their business, product, and needs to guide them to get the most out of Spade’s data
• Act as an expert in our product to support our customers, able to provide guidance, triage issues, and respond to technical questions
• Establish robust and responsive customer success process in partnership with our technical data and product operations analysts
• Act as an internal advocate for our customers, relaying customer feedback and influencing roadmap decisions
• Partner closely with our sales team, identifying expansion opportunities and enabling AEs for effective renewals and upsells

What experience, skills, and qualifications are necessary? 

• 3+ years experience in customer success, implementation, and/or account management at a B2B business with a technical product
• 5+ years experience in client facing role ideally in a combination of fintech (preferably payments), management consulting, and/or investment banking
• Ability to work closely and communicate with both technical and non-technical stakeholders (both internally and externally)
• Ability to deeply understand technical products, coaching clients on implementation and helping them resolve technical challenges
• Strong business sense, curiosity, and ability to understand customers’ products, priorities, and needs
• Exceptional organization and project management skills to manage own workstreams as well as cross-functional and external processes
• Strong grasp of Powerpoint/Google Slides and Excel/Google sheets
• Nice to have: experience with API companies, experience in early/mid stage startups, and knowledge of Linear, Looker, and SQL
• Strong preference for NYC

Why join Spade? 

• Be a cultural founder. As an early employee, you’ll play a meaningful role in defining and building our culture. 
• Get in on the ground floor. We’re a small but well-funded team that just raised a Series A – joining now comes with limited risk and unlimited upside. 
• Build the next generation of financial infrastructure. Our products will power the next wave of innovation in fintech, helping our customers deliver better, more transparent products and services to the consumer. 

Benefits include:

• Competitive compensation and equity package
• Full medical, dental, and vision benefits for US-based employees
• Life & short-term disability insurance
• Flexible PTO
• Early exercise program
• Extended post-termination exercise period
• 401K for retirement planning
• Hybrid team, with pet-friendly headquarters in NYC
• Paid parental leave
• Work from home stipend

Diversity & Inclusion at Spade:

Spade is an equal opportunity employer, committed to building a culture that is diverse, equitable, and inclusive. We believe that having people with different backgrounds, experiences, abilities, and perspectives not only helps us build the best products for our customers, but also helps us be the best version of ourselves.

As part of our commitment to health and safety, Spade requires employees to be fully vaccinated against COVID-19 as permitted under applicable law.

Salary Range:

• At Spade, we view total compensation as consisting of salary + equity + benefits. We recruit motivated and high performing talent, and work to compensate people in line with the value they bring to our team. 
• We aim to pay fairly and competitively, and consider a number of factors in developing compensation offers. These factors include years and breadth of experience, interview performance, market dynamics, and internal equity. 
• The anticipated base salary range for this role is between $130,000 and $170,000, with an OTE between $160,000 and $220,000, and an equity grant.