Senior Manager, Customer Success

This is a fully remote position, open to applicants in California.

📋 Description

• Lead, mentor, and develop a team of 9 representatives in Customer Success and Support, promoting a high-performance culture where individuals thrive and excel during standard office hours from 9am to 5pm PST.

• Collaborate with the Director of Customer Experience to establish team objectives and priorities, monitoring performance through various metrics such as NPS, response times, and health indicators to pinpoint areas for improvement, drive enhancements, and provide regular progress updates.

• Serve as the primary escalation point for intricate or sensitive customer issues, intervening to resolve challenges and guiding representatives through tough conversations.

• Identify operational gaps and opportunities within the team's processes, implementing practical and hands-on enhancements to workflows, procedures, and tools that can scale with BackerKit's growth—ensuring a consistently excellent experience for creators.

• Establish clear expectations and hold team members accountable for their responsibilities while ensuring they have the necessary support and resources to succeed.

• Participate in recruiting and onboarding as the team expands, assisting in bringing the right talent on board and setting them up for success from the outset.

• Act as a representative for the Customer Success & Support team in collaborations with cross-functional partners across Product, Sales, and other departments.

⛳️ Requirements

• Proven experience managing a team within a Customer Success, Support, or broader CX context, preferably in a tech or SaaS environment (knowledge of crowdfunding or the creator economy is advantageous but not mandatory!).

• Demonstrated success in coaching and developing representatives with varying skill sets and areas of expertise, coupled with a genuine passion for fostering personal growth.

• Experienced in managing customer escalations directly—remaining composed under pressure, structured in your approach, and capable of supporting your team during challenging situations.

• Strong process-oriented mindset, with examples of workflows, playbooks, or operational enhancements you have created or significantly improved.

• Effective and direct communicator who can provide feedback, establish expectations, and maintain team alignment without ambiguity.

• Data-savvy: comfortable tracking team performance metrics, identifying trends, and utilizing insights to inform decisions and have credible discussions with leadership.

• Resourceful and adaptable—able to thrive in a fast-paced startup environment where no two days are the same.

• A player-coach who leads by example, is willing to roll up their sleeves when necessary, and earns their team’s trust through action, not just direction.

🏝️ Benefits

• Remote-first position within a distributed team primarily operating from 9am to 5pm Pacific.

• Competitive salary accompanied by a stock option plan.

• Comprehensive medical, dental, vision, and 401k benefits (with employer matching!).

• Stipends available for supporting creators of your choice.

• Annual Learning and Development stipend to foster your professional advancement.

• Family-friendly environment focused on maintaining a healthy work-life balance.

• Exceptional work atmosphere at a company with significant growth potential.