Customer Success Manager

🕒 Yesterday

🇺🇸 United States – Remote

💵 $90k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Frontline Wildfire Defense

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Venture Round on 2023-10

Consulting • Healthcare • Logistics

Frontline Wildfire Defense is on a mission to provide faster, safer, and more precise ways to protect homes and businesses from wildfires. By combining specialized hardware and advanced software, Frontline offers automated sprinkler systems and real-time wildfire alerts, ensuring that properties can defend themselves against flame threats. The company focuses on innovative solutions to keep communities prepared and safe during wildfire season.

📋 Description

• Build and lead Frontline’s Wildfire Response Specialists team • Hire, onboard, coach, and manage performance through 1:1s, call reviews, and performance management • Design coverage models, shift schedules, after-hours on-call rotations, and surge staffing plans • Lead the team during active fire events, prioritizing outreach, assigning customers, tracking system status, and informing leadership • Own escalation paths connecting customer support with engineering, field service, and leadership • Train cross-functional backup staff for large or simultaneous fire events • Manage schedules, timekeeping, overtime, and labor costs for an hourly team • Own end-to-end customer support across phone, text, email, and app messages • Define and track SLAs and customer support metrics, reporting them to leadership • Serve as final escalation point for complex or unresolved customer issues • Build onboarding, pre-fire-season readiness, Red Flag Warning, and post-fire recovery programs • Build and maintain ticketing, phone-routing, playbook, script, SOP, and knowledge-base infrastructure • Partner with Product and Engineering on support tools and visibility into fire and system status • Establish sensitive-action protocols with leadership and Legal • Track system performance and property outcomes after fire events • Collaborate with Solutions Engineering, Installation Operations, Field Service, Product, Sales, Marketing, and partners

🎯 Requirements

• 5+ years of experience in customer support, customer success, emergency communications, or monitoring center operations, including at least 2 years leading a team • Experience leading extended-hours or 24/7 coverage, including shift schedules, on-call rotations, and escalation paths • Ability to stay calm and lead others through high-pressure, time-sensitive situations • Experience building or scaling a support team, function, or process in a growing company • Experience owning support metrics and reporting, including SLAs, CSAT, first-contact resolution, and escalation rates • Hands-on experience with ticketing and phone platforms such as Zendesk, Intercom, HubSpot, or similar • Experience managing hourly employees, including scheduling, timekeeping, and overtime • Excellent verbal and written communication skills, including de-escalation • Availability for after-hours on-call rotation and extended hours during active fire events • Proficiency in Google Workspace and Slack • Background in emergency dispatch, alarm or central station monitoring, network operations center, or fire and life safety is nice to have • Experience supporting connected hardware, IoT, smart home, or security products is nice to have • Incident Command System familiarity, such as FEMA IS-100 and IS-700, or knowledge of wildfire behavior, Red Flag Warnings, and evacuation zone tools is nice to have • Background in home services, construction, or field service, including ServiceTitan or similar software, is nice to have • Experience building customer-facing knowledge bases or self-service support resources is nice to have • Bilingual English and Spanish is nice to have • Successful completion of comprehensive background checks covering typically the past 7–10 years • U.S.-based and available for rotating shifts, including overnights, weekends, and holidays • Candidates in PST or MST time zones preferred

🏖️ Benefits

• Company-provided cell phone and laptop • Medical, Dental, and Vision Insurance • 401(k) retirement plan • Flexible time off • 14 paid holidays, including birthday • Work-from-home stipend • Remote-first work environment • Company-provided equipment • Mission-driven team environment

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume