monarchmoney - Manager, Customer Success
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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. • PFM knowledge • Experience supporting subscription-based B2C app • Experience implementing CS AI tools & workflow automation • Typical Process: • Recruiter Video Call • Hiring Manager Video Call • Virtual “onsite” round consisting of 2 rounds • Take Home Assignment • Final Interview • Reference Checks
Responsibilities
• People Management: • 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 • Individual Contributor Work: • 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
Benefits
• $125K – $145K • Offers Equity • We value each employee based on their impact within the company. • Due to this, we set salary ranges for all roles based on function, level, and benchmark against similar-stage growth companies. We share salary ranges on all job postings to comply with local legislation and provide greater transparency to candidates. • Final offer amounts are determined by multiple factors, including past candidate experience and expertise, and may vary from the amounts listed above. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • For example: she/her, he/him, they/them, ze/hir, ze/zir etc. • Best number to reach you • or drag and drop here • To help with scheduling • Do you have at least 3 years of experience with email support for an online consumer product? • Do you have at least 2 years of management experience? • Anything else you think we should know?
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