Manager, Customer Success

Monarch Money

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.

Posted 4/28/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $125,000 - $145,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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!

ATS Keywords

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Hard Skills & Tools

customer successemail supportquality assuranceticket queue managementdocumentation developmenttraining resource creationescalation managementprocess improvement

Soft Skills

leadershipcoachingcommunicationdecision-makingcollaborationautonomyprioritizationproblem-solving