Customer Success Manager — Scale a World‑Class Support Team

Socket.dev; Lindon (UT); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

401(k) plan with employer match

Health, dental, vision insurance

Parental leave

Monthly work-from-home stipend

Quarterly lifestyle stipend

Team-building events

Job summary

Human Interest in Lindon, UT, is hiring a Customer Success Support Manager to lead a frontline team and elevate the customer experience. You will coach and develop associates, drive improvements, and coordinate with cross-functional partners to ensure timely, high-quality support for retirement savings platform users.

You will mentor a growing team, manage escalations with urgency, and align with Enablement, Operations, and Product teams to deliver scalable, world-class service across channels.

Qualifications

• 3+ years managing a team within a fast-paced environment.
• 2+ years industry experience in 401(k) or retirement benefits.
• Proven success scaling support operations across channels.
• Experience in high-volume startup call centers is a plus.
• Passion for developing and mentoring teams; detail-oriented.

Responsibilities

• Lead and develop a team of Customer Success Support Associates.
• Drive improved customer experience and operational efficiency.
• Coach, performance manage, and develop direct reports.
• Foster collaboration, accountability and strategic thinking.
• Manage escalations and resolve complex issues promptly.
• Partner with Enablement, Operations, and Plan Administration teams.
• Collaborate with Product/Program Management on platform improvements.
• Develop teams that consistently deliver world-class service.

Skills

Team management

401(k) knowledge

Support operations

Cross-functional collaboration

Problem solving

Attention to detail

Bachelor’s degree

Education

Bachelor’s degree or equivalent

Job description

Human Interest in Lindon, UT, is hiring a Customer Success Support Manager to lead a frontline team and elevate the customer experience. You will coach and develop associates, drive improvements, and coordinate with cross-functional partners to ensure timely, high-quality support for retirement savings platform users.

You will mentor a growing team, manage escalations with urgency, and align with Enablement, Operations, and Product teams to deliver scalable, world-class service across channels.