Manager, Customer Success

ABOUT US:

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...