Senior Manager, Customer Success

BackerKit helps creators bring projects to life. For over a decade, we’ve powered some of the world’s most successful crowdfunding campaigns. We’re always building the next generation of our platform, innovating, and driving the industry forward. We’re a remote-first team of ~40 people with a diverse, close-knit team that prizes creativity, enthusiasm, and a willingness to learn. We move quickly, think deeply about our users, and care about building software that lasts. After over a decade of offering the #1 most trusted pledge management software in the market, we released BackerKit Crowdfunding in 2022, and in under two years, we’ve hosted some of the biggest, record-breaking campaigns and creators in crowdfunding history. Our crowdfunding platform is now our fastest-growing product, powering the crowdfunding journey from end to end – and back again – through built-in pledge management, email marketing, and more, all in one place. We’re a founder-led start-up with a diverse, close-knit team that prizes creativity, enthusiasm, and a willingness to learn. We’re looking for a Senior Manager of Customer Success who will lead and develop a blended team across Customer Success and Support. Reporting to the Director of Customer Experience, you will own the day-to-day running of the team — coaching people to grow, handling escalations, and driving the process improvements that help our team deliver an exceptional experience for every creator on BackerKit. If you think you fit the bill, we’d love to hear from you! How you’ll contribute 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 What we’re looking for 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 Compensation & benefits Remote-first position on a distributed team working primarily 9-5 Pacific. Competitive salary and stock option plan Medical, dental, vision, and 401k benefits (with employer match!) Stipends for supporting creators of your choosing Annual Learning and Development stipend to support your professional growth Family-friendly and focused on maintaining a healthy work/life balance Awesome work environment at a company with a huge opportunity Research shows that while men apply for jobs when they meet ~60% of the criteria, women and other underrepresented groups tend to only apply when they check every box. If this role excites you – even if you don’t meet every requirement – we’d love to hear from you.