Manager, Customer Success

Monarch is a powerful, all-in-one personal finance platform designed to help make the complexity of finances feel simple again. Since launching in 2021, we’ve become the top-recommended personal finance app by users and experts. Our goal? To take the stress out of finances so our members can focus on what truly matters.

We are a team of do-ers led by experienced entrepreneurs who are passionate about helping our members reach their financial goals. We are hyper focused on building a product people love and continuing to evolve based on user feedback.

As a fully remote company (even before COVID!), we welcome applicants from almost anywhere. Our team collaborates synchronously mostly from 9 AM – 2 PM PT and embraces asynchronous work to stay connected across time zones.

Join us on our mission to transform lives by simplifying money, together.

The Role:

Monarch is seeking a Manager, Customer Success to join our CS team during a period of hyper-growth. Reporting directly to the Head of Customer Success, you will play a key role in shaping and scaling the CS department.

This is a hybrid role that combines people management with meaningful individual contributor work. In addition to leading a team of CS Leads, you'll stay hands-on, owning complex customer work, driving team-wide initiatives, and contributing directly to the growth and operations of the CS org.
What you'll do:
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
  

What You’ll Bring:

• 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.
  

Nice to Haves:

• 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

• Offer!
  

#LI-DNI

• 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!

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.