Customer Support and Success Manager

Job Description

Twine is an SF (FiDi)-based startup unit within John Hancock / Manulife Financial – a Fortune 500 global financial services company. Operating from San Francisco, the team applies agile, customer-driven, design and development practices in building a distinctive personal finance app that makes it easy for young families to collaboratively grow their money toward critical goals.

The Twine app will be moving from private testing to a large public launch later this summer in pursuing its mission – empowering millions of families to achieve more secure, happier financial lives.

As we open our app to wide public use, we’ll need a talented and empathetic Customer Success Manager to help us:

• effectively address any questions and challenges users may have
• build the infrastructure we need to scale customer support to millions of users over time
• distill insights from user feedback that inform effective product development

If you’re excited about delivering a delightful customer experience, relentless in addressing critical user questions and concerns, and love the challenge of taming big, complex processes, we think you would be great in (and love) this role.


  • Customer Service
  • Data Analysis
  • Operations Management
  • Communication Skills
  • Leadership
  • Team Inspiration


  • $70k - $110k


  • Overseeing all aspects of a successful customer support process
  • Architecting processes to quickly and efficiently solve user challenges
  • Acting as the front-line of team efforts to collect user feedback and insights to inform ongoing product development
  • Personally resolving critical issues and complaints prudently and politely where needed
  • Coordinating with colleagues from John Hancock in Boston on the delivery of support for financial and brokerage account questions
  • Recruiting and supporting team of customer success contributors over time
  • Training customer success contributors to be highly effective in their roles – instilling core company values through respectful and exemplary leadership
  • Setting and exceeding ambitious support standards and Customer Success team KPIs
  • Tracking key customer success team metrics and communicating progress to the team
  • Crafting succinct and clear customer-focused communications


  • 3+ years of steadily growing responsibility in a customer experience or success role at a consumer tech company, ideally in a rapid-growth startup environment
  • Experience managing teams and collaborating across functional groups and physical locations
  • Comfort with quantitative reasoning and commitment to data-driven process optimization
  • A demonstrated passion for helping people with their personal challenges
  • Familiarity with standard CRM tools and technology
  • Obsessive attention to detail
  • The ability and desire to communicate clearly, verbally and in writing
  • A commitment to helping your teammates

Benefits & Perks.

  • Catered lunch Monday through Thursday.
  • Health, dental, and vision packages to help you stay well.
  • 401k with a 4% match.
  • Team offsites to fun places.
  • New equipment so you can do your best work.
  • Healthy snacks. Cold brew coffee and Kombucha on tap.
  • Monthly office game nights.
  • Discounts on personal finance planning services.
  • Lifestyle and commuter benefits programs.
  • Career development programs so you can keep learning.
  • Up to 12 weeks paid parental leave for the birth or adoption of a child.
  • Generous vacation and PTO policy.

Get started.

Are you ready for the next step in your career? We’d love to hear from you. Please click “apply now” to submit your cover letter and resume today.