Manager, Customer Success in United States at Jobgether
Explore Related Opportunities
Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Customer Success in United States.
This role sits at the intersection of people leadership and hands-on customer success execution within a fast-scaling, remote-first consumer tech environment. You will help shape and grow a Customer Success organization during a high-growth phase, ensuring customers receive fast, high-quality, and empathetic support. Acting as both a team manager and individual contributor, you will guide CS Leads while also directly handling complex customer situations and cross-functional initiatives. The position plays a critical role in improving customer experience, strengthening operational processes, and ensuring service consistency across the organization. You will partner closely with leadership and CS Operations to identify systemic issues and build scalable solutions. This is an opportunity to influence both team development and the evolution of customer support strategy in a dynamic, mission-driven company.
- Lead, coach, and develop a team of Customer Success Leads, providing ongoing feedback, direction, and support to drive performance and growth.
- Manage workload distribution and prioritization across the CS team to ensure balanced coverage and high-quality customer outcomes.
- Partner with CS leadership to scale the team, including involvement in hiring and onboarding additional CS Leads.
- Handle high-priority customer escalations directly, ensuring timely resolution and effective communication with stakeholders.
- Identify recurring customer issues and workflow inefficiencies, partnering with CS Ops to design and implement long-term solutions.
- Review ticketing and queue data to identify quality gaps, operational risks, and improvement opportunities.
- Develop and maintain internal documentation, training materials, and process guides to improve team consistency and effectiveness.
- Update and enhance customer-facing Help Center content to ensure clarity, accuracy, and usability.
- Contribute to cross-functional initiatives and represent Customer Success in broader organizational projects and improvements.
- 5+ years of experience in customer-facing success, support, or similar roles within a digital or consumer product environment.
- At least 3 years of experience supporting customers via email or digital channels.
- 2+ years of people management experience with direct reports in a Customer Success or support organization.
- Strong written and verbal communication skills with the ability to make clear, confident decisions.
- Proven ability to operate independently in a fast-paced, remote-first startup environment.
- Strong analytical mindset with the ability to identify trends, root causes, and scalable solutions.
- Experience collaborating cross-functionally across product, operations, and support teams.
- Ability to balance hands-on execution with team leadership responsibilities.
- Familiarity with subscription-based consumer products or personal finance tools is a plus.
- Experience with CS tools, workflows, or automation (including AI-driven support solutions) is a plus.
- Fully remote-first work environment with flexibility to work from anywhere
- Competitive cash compensation and equity in a high-growth early-stage company
- Home office or remote work stipend to support your setup
- Comprehensive benefits package (medical, dental, vision, and retirement plans depending on location)
- Unlimited paid time off to support rest and work-life balance
- Monthly 3-day weekend (“First Friday” off) for recovery and personal time
- Opportunity to work in a fast-growing, mission-driven company shaping personal finance experiences
- Strong culture of autonomy, trust, and asynchronous collaboration.