Manager, Customer Success

About the Role

We're looking for a Manager of Customer Success to lead and grow our customer support team through our next phase of growth and beyond. This is a hands-on leadership role for someone who believes customer relationships are built through genuine human connection; not scripts, not just metrics, and not automation for automation's sake. We want our customers to feel cared for, and genuinely valued. If you've ever gone off-script to solve a customer's problem, or found a creative way to turn a complaint into a loyal customer, we want to talk to you.

Responsibilities

• Lead and grow the team. Manage, coach, and mentor a team of 4 (scaling to 6-9), fostering a culture where going above and beyond is the norm, not the exception
• Own the customer experience. Set the tone and standard for how the team engages with customers — empathetic, relationship-first, and human
• Become a product expert. Deeply understand our product so you can anticipate customer needs, solve problems creatively, and train your team to do the same
• Build for scale — without losing the human touch. Develop processes, playbooks, and systems that support a growing team while preserving the personal, relationship-driven service that sets us apart
• Balance data and intuition. Use metrics and reporting to guide decisions, but never let dashboards replace judgment, empathy, or the ability to read what a customer actually needs
• Drive retention through relationships. Treat customer success as an extension of sales — not through pushy upsells, but by building trust that naturally leads to loyalty and growth
• Handle escalations personally. Step in on the toughest customer situations and model what "above and beyond" looks like
• Hire and onboard future team members as the team scales, protecting the culture as headcount grows

Requirements

• 3+ years of experience in customer success, customer service, or support leadership, ideally having managed a team
• A genuine passion for customer relationships — you can point to specific moments where you (or your team) went out of your way for a customer
• Strong people-management instincts: you know how to coach, motivate, and bring out the best in a small team
• Curiosity and willingness to deeply learn the product, not just the support playbook
• Comfort using data and reporting tools, balanced with strong instincts about when the numbers don't tell the whole story
• Experience scaling a team or process is a plus — you've thought about "how do we do this at 2x the size without losing what makes it special?"
• Excellent written and verbal communication skills
• A relationship-building mindset — you see customer success as a long game built on trust, not a transaction

Bonus Points

• Experience in a company known for exceptional service culture (hospitality, high-touch retail, premium consumer brands, etc.)
• Familiarity with CS/support tools (Zendesk, Intercom, HubSpot, Gainsight, or similar)
• A specific story about a time you turned an upset customer into a loyal advocate

What Success Looks Like

• A team that feels supported, motivated, and proud of the service they deliver
• Customers who describe their experience with us in the same breath as brands like Zappos or Chewy
• Smooth, thoughtful scaling of the team without loss of quality or culture
• Retention and satisfaction metrics that improve — driven by genuine relationships, not just process

Benefits

• Comprehensive Medical, Dental, and Vision plans to keep you feeling your best
• 401(k) with employer match—because your future matters
• Company-paid Life Insurance, plus HSA & FSA options
• Employee Assistance Program (EAP) for real support when you need it
• Adoption Assistance to help grow your family
• Commuter Benefits for an easier ride
• Free Coursera Professional Certifications to level up your skills
• Generous vacation & sick time, plus paid time off to give back to your community

Pay

Annual bonus target of up to 20% of base salary, tied to team-level outcomes:

• 40% — Team-wide gross customer retention rate (are we keeping the customers we have)
• 40% — Net Revenue Retention, NRR (are existing customers growing in value through expansion, upsell, or reduced churn)
• 20% — Team/customer satisfaction metrics (CSAT, NPS, or similar), to ensure growth targets don't come at the expense of the relationship-first culture this role is meant to protect

Growth Path

This role has a clear path to Senior Manager as the team scales past 8-10 and the function matures — we're hiring someone who can grow with the team, not just manage it at its current size.