Remote
Americas
$69K–$80K
🤝Customer Success
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Customer Success Lead
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'll be the escalation point and source of expertise for the agents handling our customer tickets. You'll proactively step in on our most complex and sensitive customer conversations, and drive improvements through training, documentation, and process work across CS. The ideal candidate brings strong communication skills, a customer-first mindset, and an eye for the patterns behind individual tickets.
Take on scoped pieces of CS department projects, from process changes to improvements in the team's internal tooling
Ownership beyond ticket scope, with the ability to identify emergent support trends and propose improvements to QA, training, or content
Experience contributing to a formal agent training, onboarding, or QA program
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy and gender identity), sexual orientation, age, marital status, veteran status, disability status, or genetic information.
California & San Francisco: Pursuant to the California Fair Chance Act and the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for employment. We comply with all applicable fair chance hiring laws.
USD 96,000 - 115,000
Annually
Health Insurance
Dental Insurance
Vision Insurance
401(k) / Retirement Plan
Equity / RSUs
Pay Transparency
Performance Bonus
Unlimited PTO
Company Shutdown Days
Flexible Schedule
Home Office Stipend
Fertility Benefits
Parental Leave
Learning & Development Budget
Every role is remote and there is no office to report to. Roles are tagged primarily for the United States, and Monarch also hires in Canada, where it has published separate Canadian salary ranges. Monarch does not publish a company-wide list of eligible countries, so the location line on the specific role is the thing to read before applying.
Outside the 9 AM to 2 PM Pacific collaboration window, work is expected to happen in writing and on your own schedule rather than in meetings. The team is not a Pacific-time team: it is spread across the United States and includes people in Canada and a handful of other countries, so the async default is load-bearing, not decorative.
Salary bands are published on every job posting, with equity on all of them and a cash bonus on some. Bands are set separately by level, so a role open at senior, staff, and principal carries three distinct ranges, and they are tiered by country, with United States and Canada priced separately for the same job. Monarch's stated approach is to set ranges by function and level, benchmark against similar-stage growth companies, and publish those ranges for transparency, with final offers varying by experience.
Monarch Grow comes with a $1,500 annual development stipend. Time off is flexible rather than accrued, health coverage includes fertility benefits, and parental leave is framed as covering every route to becoming a parent, though no duration is published. There is equity, a workspace setup stipend with no stated amount, and a 401(k) with no employer match stated on any public page.
People who can self-direct without a manager nearby. Their stated belief is that people do their best work when they have the agency to work in ways that fit their lives, which cuts both ways: the structure gives you real autonomy and expects you to supply your own process where the company has not built one yet.
Monarch is a venture-backed growth-stage company: it has raised a Series B, with FPV, Menlo Ventures, Accel, and Forerunner among its investors, and it grew roughly twentyfold in subscribers in the year after Intuit announced Mint was shutting down. Hiring now spans beyond the original engineering, product, and security core, and the platform is SOC 2 certified.
