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Advice / Career Paths / Career Stories

What It’s Really Like to Work in Customer Success at

Matt Donohoe, a customer success manager at
Matt Donohoe, a customer success manager at
| Courtesy of Matt Donohoe

Your name: Matt Donohoe
Your title: Customer Success Manger
How long have you been at your company? One year

Tell us about your career journey: How did you end up working in customer success?

I started my career on the operations side of the payments industry. Gradually, I was spending more and more time supporting both sales and account management functions by solving challenges for customers. It was this experience that helped me realize I enjoyed working in a client-facing capacity, and then I pivoted into the commercial side of the business.

What attracted you to work at How did you know it would be a good fit? has a phenomenal reputation in the payments/fintech industry—most recently, the company was recognized for its $1 billion Series D funding round, valuing the company at $40 billion. At the time of my interview, I admired for its status as a technology-first company that’s disrupting the payments industry. I knew I wanted to be part of building and scaling a global payments organization, and that’s exactly what I found.

What are you responsible for as a customer success manager at your company?

The customer success team is responsible for building relationships with our merchants and ensuring they get the most out of our technology stack. Oftentimes, our customers aren’t aware of all of the capabilities that has to offer, and it’s my job to educate them on how our partnership can help their business grow globally.

What does a normal day in your job look like?

As a customer success manager, each day is very different. My focus is supporting our merchants in their global growth, which requires a different approach (or combination of approaches) depending on the merchant and the need—so no two days look the same. What is constant is the close communication with our sales, engineering, and product teams to ensure that our merchants are leveraging the appropriate tech stack and maximizing its value.

What is the department structure at your company? works with enterprise-level merchants around the globe. Many of our merchants are household names, including Sony, Shein, Klarna, etc. Generally, customer success managers at support multiple merchants at once. As we rapidly grow and build our book of business, it’s critical that we hire new customer success managers to keep pace and continue delivering best-in-class experiences for our merchants.

What skills are essential to succeeding as a customer success manager at your company?

As we hire new customer success managers, we’re looking for ambitious and creative people who like to solve customer challenges. There isn’t a particular background necessary for this area of the business; frankly, diverse backgrounds and skill sets allow us to brainstorm and consider a variety of new viewpoints.

The one thing that people should know when considering applying is that you’ll be joining an ambitious company with a lot of future potential. As for the team, you’ll be joining a global group that is dynamic and lots of fun.

What are you working on right now that excites or inspires you?

At the top level, I really enjoy working with my merchants and fostering those close relationships. More granularly, there are some really exciting projects we have going on that I’m constantly excited by. While the details of these projects are confidential, I stay inspired by the unlimited opportunity to play a role in the growth of my merchants’ businesses as well as’s business.

What achievement in your current role are you most proud of? has helped one of my merchants bring their authorization rates to near-perfect levels while also keeping risk and fraud rates minimal. These great results were achieved by helping our merchants drive more revenue and creating a seamless checkout experience for their customers. I’m proud of this particular case because it’s been a real team effort across the business functions to help support this customer—and the value has absolutely been realized by the merchant.

What customer relationship management (CRM) tool do you use? Are there any other tools or services that you or your team uses on a regular basis?

We use a wide variety of tools at Google suite, Salesforce, Zoom, Looker, etc. always supplies the team the necessary tools that we need to be successful in our roles.

How is your compensation structured?’s premiere compensation plan is structured in a way that rewards performance, which is why ambitious people thrive here.

How is your success measured? And how is success recognized?

Success in my role is measured by our merchants’ growth. I am successful in my role if a merchant’s growth is driven by the successful application of’s suite of products. As our merchants grow, so does

To ensure we’re setting ourselves up for success, prioritizes company-wide goal setting. Working toward our key goals and resetting them on a quarterly basis ensures our definitions of success evolve with our roles and responsibilities. Our culture is very much one of rewarding success—from equity and stock options to a shout-out on Slack channels, there’s really a huge range of ways we recognize team and individual success.

What are the steps for career progression within the customer success team at How do you progress to leadership? takes a conscious approach to career progress and considers both interests of the individual and the business. I have regular check-ins with my manager where we constantly evaluate my progress and the next steps in my career journey. There are also tons of initiatives in place internally that support learning and development—apprenticeships, allocated paid time off for “learning days,” financial reimbursement for training/events, and so forth.

What do you value most about your company’s company culture? hires exceptionally talented and ambitious people. I really enjoy working with my colleagues because they challenge me daily. It also helps that I really enjoy my coworkers as people. There’s nothing better than catching up at a team happy hour or at one of our office-wide socials.

What advice do you have for people applying for customer success jobs at your company?

My experience at has been incredible. Our CEO says that we’re still writing’s “Chapter Zero”—if you’re someone who is excited by rapid growth and seizes opportunities, you’ll do incredible things here.

Reach out if you’re an ambitious person looking for a new challenge. We’re always open to chatting.

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