Senior Manager, Customer Success

📋 Description

• Lead, coach, and develop a 9-person CS & Support team
• Set team goals with the Director; track metrics like NPS and response times
• Escalate complex issues and coach reps through tough conversations
• Identify gaps; drive workflow and tooling improvements at scale
• Set clear expectations and provide resources for success
• Represent CS & Support with Product, Sales, and partners

🎯 Requirements

• Experience managing a CS/Support/CX team in tech or SaaS
• Knowledge of crowdfunding or creator economy is a plus
• Proven coaching and developing reps with varied skills
• Experience handling customer escalations directly
• Strong process mindset; built or improved workflows
• Clear, direct communicator; set expectations and alignment
• Data-literate; track metrics and decision-making
• Player-coach; leads from the front in a startup

🎁 Benefits

• Remote-first, distributed team; 9-5 Pacific
• Competitive salary and stock options
• Medical, dental, vision, and 401k with employer match
• Stipends for supporting creators
• Annual Learning and Development stipend
• Family-friendly with strong work-life balance