Senior Manager, Customer Support & Success

Required

• 6+ years in Customer Success, Support leadership, RevOps, Client experience, CX Enablement, with meaningful time in a builder or scale-up environment
• Background in fintech, banking, lending or SMB financial services strongly preferred — you understand the stakes of financial products for small business owners
• Demonstrated experience building CS or CX programs from the ground up in a mid-maturity organization, not only optimizing what already exists
• Proven impact on retention metrics: NRR, CSAT, churn, or equivalent business outcomes
• Solid understanding of customer health, segmentation, retention and customer lifecycle
• Strong analytical instincts - you can pull apart customer data, identify meaningful signals, and generate insights that drive decisions, not just dashboards
• Exceptional empathy - you advocate for the human experience in an automated environment and model that standard for your team
• Sharp operator - you translate customer friction into structured process improvements with measurable outcomes
• Builder's mindset - You have a bias for action and are energized by ambiguity, able to create clarity and frameworks where none exist, with a focus 2–3 years out, not just the next sprint
• People developer - you invest in growing your team, create stretch opportunities, and think about succession even when the team is small
• Collaborative by nature - you build coalitions and define winning in terms of shared outcomes across partner teams
• Experience with CX tools including CRMs like Kustomer, Jira, BI tools