Manager, Digital Customer Success
Employ
Job Level
Lead
About the role
- Define Shakepay’s design vision and strategy: Establish a long-term roadmap for product design, ensuring it aligns with business goals and customer needs.
- Elevate design as a strategic function: Partner with Product, Engineering, Marketing, and Executive leadership to shape product direction.
- Cultivate a high-performing design team: Strengthen design culture by fostering creativity, collaboration, and a relentless pursuit of excellence - helping push boundaries and deliver consistently delightful experiences.
- Champion customer-centricity at scale: Oversee user research and insights programs, embedding data-driven design decisions into product development.
- Mature design systems and operations: Drive the evolution of frameworks, tooling, and processes that allow design to scale efficiently and consistently across products.
- Ensure design quality: Set high standards for UI, UX, and product storytelling, ensuring every touchpoint strengthens trust in Shakepay.
Requirements
- Proven experience: 10+ years in product design, with at least 3 years leading design teams in high-growth consumer tech or fintech companies.
- Strategic influence: You’ve partnered directly with executives and senior leaders to shape product direction.
- Operational excellence: Experienced in building design systems, frameworks, and DesignOps practices that enable teams to ship faster while maintaining quality.
- Customer obsession: You believe design starts with listening. You know how to balance customer insights with product strategy to guide high-impact decisions.
- Mentor and multiplier: You inspire, coach, and grow your team - setting clear expectations and holding teams accountable to high standards.
- Cross-functional collaborator: You thrive in close partnership with Product, Engineering, Marketing, and Operations, ensuring design is fully integrated into decision-making and execution.
- Entrepreneurial mindset: Comfortable with ambiguity and complexity, you know how to chart a path forward, make tough calls, and rally teams around a bold vision.
- Clear communicator: You excel at distilling complex ideas into crisp narratives that resonate with stakeholders, from designers and engineers to executives.
- A genuine interest in Bitcoin and cryptocurrency: Experience working on cryptocurrency or FinTech products is preferred.
