Manager, Customer Success
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Job Description
Manager, Customer Success leading a team to shape and scale the Customer Success department for a finance platform. Engaging in both people management and individual contributor roles.
Responsibilities:
- Lead and develop a team of CS Leads, providing direction, coaching, and ongoing feedback to support their growth and effectiveness
- Manage workload capacity and prioritization across the CS Lead team to ensure balanced coverage and high-quality outcomes
- Partner with the Head of CS to grow the CS Lead team, including hiring an additional lead (2 currently on team)
- Own customer escalations, providing direct resolution or looping in senior leadership as needed
- Identify and surface recurring issues (both for customers and in team workflows); drive planning and execution of long-term solutions in partnership with CS Ops
- Review ticket queue reports regularly to identify quality assurance gaps and proactively flag escalation risks
- Develop and maintain internal documentation and training resources to support CS Lead effectiveness and team consistency
- Manage and update customer-facing Help Center content to ensure accuracy and clarity
- Represent CS cross-functionally and lead or contribute to department projects and process improvements
Requirements:
- 5+ YOE in customer-facing success/support roles, at least 3 years of which included email support for an online consumer product
- 2+ YOE as people manager (had direct reports), ideally in CS org
- Strong verbal and written communication with clear decision-making
- Ability to operate autonomously in a fast-paced remote startup environment
- Strong cross-functional collaboration and ability to consider work in the broader view of department and company goals.
Benefits:
- Work wherever you want! As a fully remote company with no central office, we want you to work wherever you are happiest and most productive. Whether that’s out of your home, a co-working space, or elsewhere.
- Competitive cash and equity compensation in a hyper growth, early stage company 🚀.
- Stipend to set-up your ideal working environment.
- Competitive Benefit Plans for employees based on your location (e.g. in the US we offer: Medical, dental and vision benefits and the ability to contribute to a 401k plan).
- Unlimited PTO.
- 3 day weekend every month! We take off the “First Friday” every month to focus on rest, recuperation, or just having fun!
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