Manager, Customer Success

🕒 April 28

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Monarch Money

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2016

💸 Finance

💳 Fintech

👥 B2C

Finance • Fintech • B2C

Monarch Money is an all-in-one money management platform designed to help users achieve financial clarity, confidence, and peace of mind. The platform allows users to track all their account balances, transactions, and investments in one place, and collaborate with partners or financial advisors at no extra cost. Monarch offers best-in-class data connectivity, syncing with multiple financial data aggregators to ensure all accounts are updated. It features advanced tools for budgeting, investment tracking, and financial goal management, utilizing AI for transaction organization. Available on web, iOS, and Android, Monarch emphasizes security, providing bank-level data protection. The platform is ad-free, focusing on enhancing users' financial life without distractions, and is highly rated for its user-friendly interface and comprehensive functionality, making it an ideal choice for personal finance management.

📋 Description

• 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

🎯 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.

🏖️ 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!