Senior Manager, Customer Success

BackerKit is a founder-led start-up that helps creators bring projects to life, powering successful crowdfunding campaigns for over a decade. They are seeking a Senior Manager of Customer Success to lead a blended team across Customer Success and Support, focusing on coaching, process improvements, and ensuring an exceptional experience for creators.

Responsibilities:

• Lead, coach, and develop a team of currently 9 reps across Customer Success and Support, fostering a high-performance culture where people grow and do their best work during regular office hours 9am-5pm PST
• Work with the Director of Customer Experience to set team goals and priorities, tracking performance through metrics like NPS, response times, and health indicators to identify gaps, drive improvements, and report on progress regularly
• Act as the first point of escalation for complex or sensitive customer situations, stepping in to resolve issues and coaching reps through difficult conversations
• Identify gaps and opportunities in how the team operates, driving practical, hands-on improvements to workflows, processes, and tooling that scale as BackerKit grows — ensuring we continue delivering a great creator experience
• Set clear expectations and hold team members accountable for their work, while ensuring they have the support and resources needed to succeed
• Contribute to hiring and onboarding as the team grows, helping bring in the right people and set them up for success from day one
• Represent the CS & Support team when collaborating with cross-functional partners across Product, Sales, and beyond

Requirements:

• Experience managing a team in a Customer Success, Support, or broader CX environment, ideally within a tech or SaaS company (knowledge of crowdfunding or the creator economy is a plus but not necessary!)
• Proven track record of coaching and developing reps with different skill sets and areas of focus, and a genuine enthusiasm for helping people grow
• Experience handling customer escalations directly — calm under pressure, structured in your approach, and able to support your team through difficult situations
• Strong process mindset, with examples of workflows, playbooks, or operating improvements you've built or meaningfully improved
• Clear, direct communicator who can give feedback, set expectations, and keep a team aligned without ambiguity
• Data-literate: comfortable tracking team performance metrics, spotting trends, and using them to make decisions and have credible conversations with leadership
• Scrappiness and agility — comfortable in a startup environment where things move fast and no two days look the same
• A player-coach who leads from the front, rolls up their sleeves when needed, and earns the trust of their team by doing, not just directing