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Senior Manager, Customer Success

1 month ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Apply Now
BackerKit

BackerKit

BackerKit operates a leading crowdfunding platform that connects creators with backers, facilitating the discovery of innovative projects while ensuring a smooth post-campaign experience for successful project delivery.

Internet Software & Services
11-50
Founded 2012
View All Jobs 2

Description

  • Lead, coach, and develop a team of 9 Customer Success and Support reps.
  • Set team goals and priorities with the Director of Customer Experience and track progress against performance metrics.
  • Handle complex or sensitive customer escalations and coach reps through difficult conversations.
  • Identify gaps in team operations and drive improvements to workflows, processes, and tooling.
  • Set clear expectations and hold team members accountable while providing support and resources.
  • Contribute to hiring and onboarding as the team grows.
  • Represent the Customer Success and Support team in cross-functional collaboration with Product, Sales, and other partners.
  • Use performance metrics and health indicators to spot trends, identify gaps, and report progress regularly.
  • Support a high-performance culture and help the team work effectively during regular office hours.
  • Lead from the front as a player-coach when needed.

Requirements

  • Experience managing a team in Customer Success, Support, or a broader CX environment, ideally in a tech or SaaS company.
  • Experience coaching and developing team members with different skill sets and areas of focus.
  • Experience handling customer escalations directly and supporting others through difficult situations.
  • Strong process mindset with examples of building or improving workflows, playbooks, or operating processes.
  • Clear, direct communication skills and the ability to give feedback and set expectations.
  • Comfort working with team performance metrics, trends, and data-driven decision-making.
  • Scrappiness and agility in a fast-moving startup environment.
  • A player-coach mindset with willingness to roll up your sleeves and do the work.
  • Knowledge of crowdfunding or the creator economy is a plus, but not required.

Benefits

  • Remote-first position on a distributed team working primarily 9am-5pm Pacific.
  • Competitive salary.
  • Stock option plan.
  • Medical, dental, and vision insurance.
  • 401(k) benefits with employer match.
  • Stipends for supporting creators of your choosing.
  • Annual Learning and Development stipend.
  • Family-friendly culture with a focus on healthy work/life balance.

Interested in this position?

Apply directly on the company website

Apply Now

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