Senior Manager, Customer Success

BackerKit•San Francisco, CA

4d•$130,000 - $168,000•Remote

About The Position

BackerKit is seeking a Senior Manager of Customer Success to lead and develop a blended team across Customer Success and Support. This role reports to the Director of Customer Experience and is responsible for the day-to-day operations of the team, including coaching, handling escalations, and driving process improvements to ensure an exceptional experience for creators. BackerKit is a remote-first company of approximately 40 people, focused on building the next generation of its platform for creators, particularly in the crowdfunding space.

Requirements

Experience managing a team in a Customer Success, Support, or broader CX environment, ideally within a tech or SaaS company.
Proven track record of coaching and developing reps with different skill sets and areas of focus.
Experience handling customer escalations directly — calm under pressure, structured in your approach, and able to support your team through difficult situations.
Strong process mindset, with examples of workflows, playbooks, or operating improvements you've built or meaningfully improved.
Clear, direct communicator who can give feedback, set expectations, and keep a team aligned without ambiguity.
Data-literate: comfortable tracking team performance metrics, spotting trends, and using them to make decisions and have credible conversations with leadership.
Scrappiness and agility — comfortable in a startup environment where things move fast and no two days look the same.
A player-coach who leads from the front, rolls up their sleeves when needed, and earns the trust of their team by doing, not just directing.

Nice To Haves

Knowledge of crowdfunding or the creator economy is a plus but not necessary!

Responsibilities

Lead, coach, and develop a team of currently 9 reps across Customer Success and Support, fostering a high-performance culture where people grow and do their best work.
Work with the Director of Customer Experience to set team goals and priorities, tracking performance through metrics like NPS, response times, and health indicators to identify gaps, drive improvements, and report on progress regularly.
Act as the first point of escalation for complex or sensitive customer situations, stepping in to resolve issues and coaching reps through difficult conversations.
Identify gaps and opportunities in how the team operates, driving practical, hands-on improvements to workflows, processes, and tooling that scale as BackerKit grows.
Set clear expectations and hold team members accountable for their work, while ensuring they have the support and resources needed to succeed.
Contribute to hiring and onboarding as the team grows, helping bring in the right people and set them up for success from day one.
Represent the CS & Support team when collaborating with cross-functional partners across Product, Sales, and beyond.