Customer Success Lead

Monarch Money
United States
Workplace: RemoteFull timeUSD 111,000 - 130,000 annuallyFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Communication","Customer-first mindset","De-escalation","Self-direction","Ownership"]

Serve as the escalation point and customer support expert for complex, sensitive cases, triaging agent escalations and communicating directly with customers when specialized help is needed. Drive improvements across Customer Success through training, documentation, Help Center content ownership, and process work. Audit ticket queues to spot QA issues and emergent trends, and support customer issues that surface publicly across app store reviews, community forums, and social channels.

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FursaFursa
Monarch Money
Monarch Money
1 day ago

Customer Success Lead

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Serve as the escalation point and customer support expert for complex, sensitive cases, triaging agent escalations and communicating directly with customers when specialized help is needed. Drive improvements across Customer Success through training, documentation, Help Center content ownership, and process work. Audit ticket queues to spot QA issues and emergent trends, and support customer issues that surface publicly across app store reviews, community forums, and social channels.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Triage agent escalations, resolving or routing as appropriate and coaching agents through the process.
  • •Communicate directly with customers on complex or sensitive cases requiring specialized support.
  • •Own complex customer issues that surface publicly, including app store reviews, community forums, and social channels.
  • •Audit ticket queues to flag QA issues and process inefficiencies, and surface emergent trends requiring broader solutions.
  • •Drive agent enablement through training, documentation, and Help Center content accuracy and clarity; take on scoped CS process or tooling projects.

Pay and Benefits

Salary: USD 111,000 - 130,000 annually
Equity and Bonus:Equity
Perks:Home OfficeHealth InsuranceDentalVision401kPaid Leave

Key Requirements

  • •3+ years in customer-facing support roles, with at least 2 years including email/async support for an online consumer product (B2C SaaS).
  • •Strong written communication skills, including the ability to write help articles, training materials, and de-escalation emails.
  • •Excellent customer instincts with strong de-escalation skills, including issues surfaced publicly (e.g., app store reviews and community forums).
  • •Ability to self-direct in a remote, async environment—taking action when needed and flagging blockers early.
  • •Ownership beyond ticket scope, spotting support trends and proposing improvements to QA, training, or content.
Experience:3+ yearsB2C SaaSOnline consumer products
Skills:CommunicationCustomer-first mindsetDe-escalationSelf-directionOwnership
Tech Stack:AIHelp center

Company Brief

Monarch Money
Monarch Money is a subscription-based personal finance platform that consolidates bank accounts, cards, investments, and loans into a single interface to help users budget, track net worth, and reach financial goals.
Industry: Wealth Management
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Valuation: USD 500M to 1B
Funding: Series B
Headquarters: San Francisco, United States
Founded: 2018
Glassdoor
Glassdoor: 5.0
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