{"id":2638009,"url":"https://alion.io/job/dots-customer-success-manager-2","title":"Customer Success Manager","company":{"id":2183604,"name":"Dots","domain":"usedots.com","url":"https://alion.io/company/usedots","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Work at a Startup","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":150000,"max":210000,"currency":"USD","period":"year","gross":null,"usd_annual":210000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Intercom","optional":true},{"name":"Linear","optional":true},{"name":"Notion","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-15T17:58:03Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-22T05:32:05Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"About Dots\nDots (usedots.com) is a Series A fintech backed by Y Combinator and DCM, building payout infrastructure for marketplaces and digital platforms. In the past year, we have grown our revenues by over 400%, and have built a deep base of loyal customers.\nSince our founding 4 years ago, we’ve moved nearly $3 billion per year to more than 1 million payees across 190+ countries, helping businesses onboard, pay and manage recipients around the world.\nThe role\nYou'll manage customer onboarding, retention and growth, while also running our full-time and contract support team. You'll carry your own accounts, help customers navigate complex payout issues and decide which recurring problems should be solved through better process, automation or product. You'll own the process of taking customers from signing a contract to going live, and beyond.\nYou report directly to the founders.\nWhat you'll do\nOnboarding & implementation\nOwn customers from signed contract through their first successful payouts.\nUnderstand what each customer is trying to build, help them choose the right Dots implementation and coordinate verification, integration, testing and launch.\nKeep implementations moving, unblock customers and shorten the path from signature to first transaction.\nRetention & growth\nOwn a portfolio of customers after launch and build strong, ongoing relationships with them.\nIdentify retention risk early, improve adoption and make sure customers continue getting value from Dots.\nLook for opportunities to grow accounts through increased payout volume, additional products or expansion into new parts of a customer's business.\nSupport\nRun our support function, including our full-time and contract support team.\nSet a high bar for response quality, escalation and follow-through.\nGet technical when something breaks: use our docs, logs and internal tools to understand payout issues before escalating to engineering.\nSystems & customer voice\nBuild the customer success systems we don't have yet: onboarding processes, account-health signals, escalation paths and playbooks.\nIdentify recurring customer problems and decide what we should automate, document or ask product and engineering to eliminate.\nBring customer feedback, patterns and opportunities back to the founders and product team.\nAbout you\nYou're comfortable operating without a playbook and excited by the opportunity to build one.\nYou set a high bar, move quickly and take ownership when something isn't working. You're equally comfortable building relationships with customers, digging into operational problems and pushing internally for changes that make their experience better.\nYou want meaningful ownership and a team that will challenge your thinking.\nWhat you'll bring\n3+ years in customer success, implementation or account management at a B2B software, fintech company, or marketplace.\nExperience owning enterprise onboarding and shortening the path from signature to first transaction.\nExperience managing customers after launch, including retention, adoption and account growth.\nThe ability to build strong customer relationships while still pushing projects forward.\nEnough technical fluency to read API docs, dig through logs and investigate why a payout failed before escalating.\nExperience building onboarding, customer health or escalation processes from scratch.\nThe ability and desire to run a support team while carrying your own accounts.\nBonus points if you have\nWorked in fintech or finance, ideally in payments or payouts.\nManaged a mixed team of full-time employees and contractors.\nScaled support from a shared inbox into a more structured function.\nTools we use\nIntercom and Pylon for support\nLinear for engineering escalations\nSlack and Notion\nWhat we provide\nPrivate medical insurance, including dental and vision\nUnlimited vacation policy\nRegular team off-sites\n401k plan","description_format":"text","description_chars":3877,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Financial Services","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-15T17:58:03Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":5,"expected_fill_days":32,"reasons":["conf:1","win:early"],"computed_at":"2026-10-21T05:46:15Z"},"pay":{"stated_usd_annual":210000,"is_top_pay":true},"html_url":"https://alion.io/job/dots-customer-success-manager-2","json_url":"https://alion.io/job/dots-customer-success-manager-2.json","meta":{"generated_at":"2026-10-22T05:56:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":563,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2183604},"rest":"https://alion.io/mcp/rest/get_company?id=2183604"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdots-customer-success-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdots-customer-success-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdots-customer-success-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dots-customer-success-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdots-customer-success-manager-2"}]}