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.
What You'll Do:
- 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
What We're Looking For:
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3+ years of experience in customer success, customer service, or support leadership, ideally having managed a team
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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
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Strong people-management instincts: you know how to coach, motivate, and bring out the best in a small team
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Curiosity and willingness to deeply learn the product, not just the support playbook
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Comfort using data and reporting tools, balanced with strong instincts about when the numbers don't tell the whole story
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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?"
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Excellent written and verbal communication skills
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A relationship-building mindset — you see customer success as a long game built on trust, not a transaction
Bonus Points
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Experience in a company known for exceptional service culture (hospitality, high-touch retail, premium consumer brands, etc.)
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Familiarity with CS/support tools (Zendesk, Intercom, HubSpot, Gainsight, or similar)
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A specific story about a time you turned an upset customer into a loyal advocate
What Success Looks Like:
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A team that feels supported, motivated, and proud of the service they deliver
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Customers who describe their experience with us in the same breath as brands like Zappos or Chewy
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Smooth, thoughtful scaling of the team without loss of quality or culture
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Retention and satisfaction metrics that improve — driven by genuine relationships, not just process
Perks and 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
- Performance bonus: Annual bonus target of up to 20% of base salary, tied to team-level outcomes:
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40% — Team-wide gross customer retention rate (are we keeping the customers we have)
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40% — Net Revenue Retention, NRR (are existing customers growing in value through expansion, upsell, or reduced churn)
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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
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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