Manager, Customer Success

Monarch Money

8d • Remote

About The Position

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.
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.

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.

Nice To Haves

• PFM knowledge
• Experience supporting subscription-based B2C app
• Experience implementing CS AI tools & workflow automation

Responsibilities

• 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
• 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

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed