Customer Success Lead

Remote · 3+ years experience · Full-time · Remote · Posted Sep 23, 2026

At a glance

Monarch is a powerful, all-in-one personal finance platform designed to help make the complexity of finances feel simple again. Since launching in 2021, we've become the top-recommended personal finance app by users and experts. Our goal? To take the stress out of finances so our members can focus on what truly matters.
We are a team of do-ers led by experienced entrepreneurs who are passionate about helping our members reach their financial goals. We're hyper focused on building a product people love, and on finding every edge that helps us do that better. AI is core to how we operate: every person on the team uses it as a partner to sharpen judgment, move faster, and expand what's possible. We're not looking for tool mastery, we're looking for fluency and curiosity. What matters is that AI is part of how you work today and that you're actively raising your own bar on how to use it well.
As a fully remote company (even before COVID!), we welcome applicants from almost anywhere. Our team collaborates synchronously mostly from 9 AM – 2 PM PT and embraces asynchronous work to stay connected across time zones.
Join us on our mission to transform lives by simplifying money, together.

As a Customer Success Lead, you will serve as the escalation point and source of expertise for agents handling customer tickets at Monarch Money.
You will proactively step in on complex and sensitive customer conversations and drive improvements through training, documentation, and process work across the CS team.

Triage agent escalations, resolving or routing as appropriate and coaching agents in the process
Communicate directly with customers on complex or sensitive cases requiring specialized support
Own customer issues that reach us publicly rather than through a support ticket, including app store reviews, community forums, and social channels
Audit ticket queues to flag QA issues, process inefficiencies, and tickets requiring escalation
Surface emergent trends that require a broader solution, with the context needed to act on them
Engage in training for new agent cohorts and ongoing enablement for the existing team
Create and maintain internal documentation, process guides, and training materials that help agents resolve more on their own
Own accuracy and clarity of customer-facing Help Center content
Take on scoped pieces of CS department projects, from process changes to improvements in the team's internal tooling

3+ years in customer-facing support roles, at least 2 of which included email/async support for an online consumer product (B2C SaaS)
Clear written communication, with the ability to effectively write help articles, training materials, or de-escalation emails
Excellent customer instincts and strong de-escalation skills, including those surfaced from public view (app store reviews and community forums)
Self-direction in a remote, async environment; takes action where needed and flags early when stuck
Ownership beyond ticket scope, with the ability to identify emergent support trends and propose improvements to QA, training, or content

Competitive cash and equity compensation
Stipend to set-up your ideal working environment
Medical, dental and vision benefits and the ability to contribute to a 401k plan
Unlimited PTO
3 day weekend every month (First Friday off every month)