Head of Client Success

From our headquarters in Austin, Texas, Onramp's mission is to empower online sellers to scale their business, capture their demand, and meet their dreams.

At Onramp, we care, and we mean it. At the intersection of fintech and eCommerce, we are flipping traditional lending on its head to provide merchants with an innovative lending solution that gives control back to sellers. Onramp aims to be more than just a bag of cash; we are a trusted partner invested in their long-term story.

We are not looking for a conventional Head of Client Success; we are looking for someone who thinks big, dreams big, and wins big, like us!

The Role   |   What You Will Do   |   Who You Are   |   Qualifications   |   Benefits  |   Apply

The Role

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Onramp is looking for an intelligent, passionate, and energetic Head of Client Success to join our team. Our Head of Client Success will be responsible for delivering top-tier business and strategy support to our clients.

We are looking for someone passionate about our clients' success, who enjoys solving complex problems, can thrive in a fast-paced environment, and loves to see others succeed.

Client success is critical in the evolution of Onramp. It will sit at the core of the business, working cross-functionally with all departments to ensure continuous improvement across the merchant journey; you are the voice of the customer. 

What You Will Do

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  • Build a world-class account management team that serves as business success experts by educating, guiding, and supporting clients around growth, cash-flow management, and strategic eCommerce initiatives 
  • Maintain and engage in consistent, proactive client engagements to increase client loyalty, client success, and revenue growth.
  • Advocate for our clients across the organization and ensure company alignment to support our client's needs.
  • Exemplify client-centricity by serving them above and beyond their expectations
  • Manage client health by identifying, documenting, and working with multiple teams to mitigate risk and increase client satisfaction
  • Deliver on the company's KPIs around client adoption, retention, and growth
  • Develop and nurture relationships with key client stakeholders, including C-Suite and senior management, while understanding the client's strategic initiatives and decision-making processes short, mid, and long-term
  • Maintain and grow revenue through strategic business plan creation, consultative guidance, and development of potential upsell and cross-sell opportunities.
  • Conduct business reviews with clients to discuss objectives, key initiatives, and how Onramp can continuously drive value
  • Work closely with Sales, Underwriting, Finance, Marketing, Product Management, and Partner Development to ensure client needs are the core across all divisions.
  • Work closely with Partner Development to provide additional services and eCommerce offerings to Onramp clients. 

Who You Are

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We are looking for a problem solver. A communicator. A team player. An obsessive personality that does the small things right. You can expect to work hard, build a business from the ground up, and have a blast while doing so. You love to bet big and win big. You'll work in an open-plan office with a great vibe, endless natural light, a unified, cohesive team, and leadership with a proven record.

Qualifications

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  • Significant experience with account management with attention to retention, revenue growth, and LTV; ideally with another SaaS or eCommerce platform
  • Proactive, value-based relationship-building skills
  • Ability to build and scale a team, keeping a keen eye on the details
  • Strong team player with a "client-centric" attitude with the ability to work with all groups, including sales, partner development, finance, marketing, risk, customer care, legal, and product
  • An expert communicator who is motivated to own all aspects of the client relationship and be the client's advocate within Onramp
  • Creative problem solver with the ability to think out of the box to drive customer loyalty, retention, revenue, and LTV
  • Ability to think strategically, plan 6-12 months out, prioritize, and execute to meet client needs and revenue goals
  • Data-driven but obsessed with client feedback
  • Strong communication (verbal and written), presentation, and customer service skills 

Benefits

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  • Aggressive stock options
  • Health, dental, and vision Insurance
  • Flexible work environment
  • Learning and development opportunities
  • Opportunity to build a business from the ground up
  • A place where your opinions matter - they shape the business
  • A collaborative, team environment where you are part of a family
  • A commitment to both personal and professional development
  • Leadership who lives in the trenches
  • Generous PTO
  • Volunteer days
  • Casual dress code
  • Snacks and drinks
  • Happy Hours, fun company outings, and more!

Apply Now

If you are interested in this position, please click here to apply. We look forward to hearing from you!