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Monarch

Manager, Customer Success

125k – 145kUnited StatesRemote5+ YOE
Summary

Leads a team of Customer Success Leads while handling complex customer escalations, driving process improvements, and managing documentation in a remote fintech startup. Requires 5+ years customer-facing experience and 2+ years people management.

About the role

Responsibilities

People Management

  • Lead and develop a team of CS Leads, providing direction, coaching, and ongoing feedback
  • Manage workload capacity and prioritization across the CS Lead team
  • Partner with the Head of CS to grow the CS Lead team, including hiring
  • Own customer escalations, providing direct resolution or looping in senior leadership

Individual Contributor Work

  • Identify and surface recurring issues; drive planning and execution of long-term solutions with CS Ops
  • Review ticket queue reports to identify quality assurance gaps and escalation risks
  • Develop and maintain internal documentation and training resources
  • Manage and update customer-facing Help Center content
  • Represent CS cross-functionally and lead or contribute to department projects and process improvements
Skills
Customer SuccessEmail SupportPeople ManagementCS OperationsTicket Queue ManagementHelp Center ManagementCross-Functional CollaborationDocumentationTraining ResourcesWorkflow Automation
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