Senior Customer Success Manager

Job Summary

Leading a blended team of Customer Success and Support, the full-time Senior Customer Success Manager will coach representatives, handle escalations, and drive process improvements to enhance the creator experience, all while working remotely during standard office hours of 9am-5pm PST.

Key responsibilities

• Lead, coach, and develop a high-performance team of Customer Success and Support representatives
• Set team goals and track performance metrics to identify gaps and drive improvements
• Act as the first point of escalation for complex customer situations, providing resolution and coaching support

Required qualifications

• Experience managing a team in Customer Success, Support, or broader CX environments, preferably in tech or SaaS
• Proven track record of coaching and developing team members with diverse skill sets
• Strong process mindset with examples of improved workflows or operating procedures
• Data-literate and comfortable tracking performance metrics and utilizing them for decision-making
• Ability to thrive in a fast-paced startup environment, demonstrating agility and scrappiness