Manager, Customer Success

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:

3+ years of experience in customer success, customer service, or support leadership, ideally having managed a team

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

Strong people-management instincts: you know how to coach, motivate, and bring out the best in a small team

Curiosity and willingness to deeply learn the product, not just the support playbook

Comfort using data and reporting tools, balanced with strong instincts about when the numbers don't tell the whole story

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?"

Excellent written and verbal communication skills

A relationship-building mindset — you see customer success as a long game built on trust, not a transaction

Bonus Points

Experience in a company known for exceptional service culture (hospitality, high-touch retail, premium consumer brands, etc.)

Familiarity with CS/support tools (Zendesk, Intercom, HubSpot, Gainsight, or similar)

A specific story about a time you turned an upset customer into a loyal advocate

What Success Looks Like:

A team that feels supported, motivated, and proud of the service they deliver

Customers who describe their experience with us in the same breath as brands like Zappos or Chewy

Smooth, thoughtful scaling of the team without loss of quality or culture

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