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Senior Manager, Customer Success

1 month, 4 weeks ago
United States
Full-time
Lead
Customer Support
Customer and Technical Support
Apply Now
Human Interest

Human Interest

Human Interest is an affordable, full-service 401(k) and 403(b) provider that aims to simplify retirement savings for small and medium-sized businesses. They offer zero transaction fee plans, financial education, and award-winning customer service to h...

Capital Markets
251-1K
Founded 2015
$337M raised
View All Jobs 19

Description

  • Lead and develop a multi-layered team of Support Managers through coaching, mentorship, and indirect leadership.
  • Develop and execute customer support strategies and specialized workflows to improve service excellence and resolution accuracy.
  • Monitor team performance against support KPIs such as CSAT, Resolution Rates, Quality Assurance, and SLA adherence.
  • Conduct regular one-on-ones, leadership syncs, and performance reviews to support the management tier and their teams.
  • Serve as an escalation point for complex customer issues involving regulatory or technical challenges.
  • Partner with Activation, Product, Operations, and Engineering to identify root causes of customer friction and advocate for product improvements.
  • Contribute to capacity planning, contact volume trend analysis, and process improvements to support staffing and operational readiness.
  • Drive customer-centric success plans that align with customer objectives and reinforce the value of the retirement platform.
  • Oversee documentation, SOPs, and training materials for the Associate Playbook.

Requirements

  • 5+ years of experience leading and developing people leaders.
  • Proven track record managing large-scale support organizations with 100+ headcount.
  • Expert-level experience resolving high-profile customer escalations and complex regulatory issues.
  • Demonstrated success in architecting and refining support workflows.
  • Ability to solve systemic issues through autonomous problem solving and cross-functional partnership.
  • Strong organizational and stakeholder management skills with the ability to manage competing priorities and deadlines.
  • Executive-level communication skills across phone, email, and chat, with confidence, empathy, and professional authority.
  • Ability to remain composed and empathetic in high-stress, high-volume environments.
  • Meticulous attention to detail with a focus on quality, precision, and compliance-accurate documentation.
  • Experience in non-standard business hours, with a shift window of 7:00 am to 6:30 pm MT.
  • Preferred alignment with Human Interest’s operating principles, including customer obsession and autonomy.

Benefits

  • Base salary of $95,000 to $115,000 annually.
  • Additional compensation may include bonuses, commissions, and equity depending on the position.
  • Dollar-for-dollar 401(k) match up to 4% of compensation, immediately vested, with $0 plan fees.
  • Top-of-the-line health plans plus dental and vision insurance.
  • Competitive time off and parental leave.
  • Unlimited access to financial wellness tools through Addition Wealth.
  • Enhanced mental health support through Lyra for employees and dependents.
  • Fertility healthcare and family-forming benefits through Carrot.
  • Monthly work-from-home stipend and quarterly lifestyle stipend.

Interested in this position?

Apply directly on the company website

Apply Now

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