Manager of Customer Success

CUSTOMER SUCCESS MANAGER (FULL-TIME)
Breakr · Remote, US · Starts immediately
ABOUT BREAKR
Breakr is the payment and reconciliation infrastructure for creator marketing: Shopify for creator marketing, with embedded financial rails. Agencies, labels, and brands run contracting, payouts, tax compliance, and reconciliation for creators and 1099 vendors on one ledger, and BreakrPay lets them fund campaigns on net terms without touching their own cash.
We launched in 2020, are backed by Slow Ventures, Precursor Ventures, WndrCo, Quiet Capital, Thomas Laffont, Rich Antoniello, Kevin Mayer, Nas, and many more, and just closed a strategic round of financing. We move multiple eight figures of payout volume a year, pushing toward nine, for customers including Interscope Records, Duolingo, Warner Music Group, Live Nation Urban, The Orchard, and Flighthouse, plus 200+ creator agencies.
Customer success matters here because our revenue is a share of what customers move through the platform. An account that activates fast, gets paid on time, and expands its payout volume is worth multiples of one that signs and stalls. Today the organization is flat and the founders are too involved in the day-to-day of customer success. We are hiring the person who takes that off their plate entirely: you systematize the function alongside the current team so the founders are out of the daily process and CS runs as a division, not a group chat.
HOW WE WORK
Clients first, at all times. We are hyper-responsive: a label's payroll run or a brand's campaign launch does not wait for Monday, and neither do we. Nothing slips. If a payout is late or an invoice is wrong, that is the most important thing happening in the company until it is fixed.
This is not a 9 to 5. We are all in or all out, and we say that up front so nobody is surprised. The trade is real: you get ownership, speed, a direct line to the founders, and a seat that grows with the company. What you do not get is a role where you can hand a problem to someone else at 6pm.
We push on what is possible. Every week we are asking how to serve customers better and faster than we did last week, and we use AI to do it. Ella is the brain of the operation: she takes in customer feedback across every channel (email, Slack, in-app, calls) and acts on it in real time, learning from each resolution. Ella sets the baseline; the people on the team raise it.
THE ROLE
This is a product-first customer success role. You are a customer success manager in title and a product manager in practice: you own the customer base day to day, and you own turning every manual thing you do for a customer into something the platform does on its own. Reports to Ameer Brown, Co-CEO and Head of Product. Full-time, remote in the US, with regular travel to New York, Los Angeles, and Atlanta. Starts immediately.
The job in one line: every customer live, transacting, reconciled, and hitting their numbers, and anything done by hand this month is automated by next. In practice that means onboarding alongside Sales, running QBRs, managing invoices and payouts, reconciling revenue in QuickBooks, reporting it to finance weekly or faster, and writing the product spec for whatever you just did manually.
You start as a manager because we want to be 100% aligned before we hand you more. The path from here is a leadership seat in the CS division as it scales. We are hiring for the person who wants that and will earn it.
WHAT YOU WILL OWN
1. Onboarding with Sales. Partner with the Partnerships team from signature: MSA terms into the system, wallet funding or BreakrPay setup, creator and vendor KYC, first campaign, first payout. Target is live and transacting inside 30 days.
2. The book. Day-to-day ownership of the full customer base (200+ agencies, labels, and brands), with hands-on coverage of the top accounts. You are the person their finance, legal, and marketing leads call.
3. Invoices, payments, and reconciliation. Every invoice right, every payout on time, every dollar reconciled in QuickBooks. Chase what is late, fix what is wrong, escalate funding issues before they become payout issues.
4. Revenue reporting. Build and run the system that tracks revenue by account and reports it to finance weekly, moving toward near real time. Finance should never be waiting on CS for a number.
5. QBRs and quotas. Run quarterly reviews with each top account: volume vs. plan, what is coming, what is blocked. Hold customers and ourselves to the numbers in the MSA.
6. Responsiveness. Own the response standard across email, Slack, and in-app. If Ella cannot close it, you do, fast.
7. Productize everything. Anything you do manually more than twice becomes a spec. Work with the Co-CEO and the product team to turn onboarding steps, reconciliation checks, reporting, and recurring customer requests into automated workflows and Ella training data. Your job is to make the next onboarding need less of you.
8. Expansion and renewals. Map each customer's full creator and 1099 vendor spend, find the volume not yet on Breakr, and move it over. Own the renewal calendar with Partnerships and the CEO.
HOW YOU ARE MEASURED
Five numbers, reviewed monthly:
- Net revenue retention: 110%+
- Time to first payout: under 30 days from signature, median
- Response time on escalated issues: under 1 hour, business hours or not
- On-time payouts with a correct invoice behind each: 100%
- Revenue reporting lag: weekly flash, under 3 business days at month end
You will also be looked at on the softer stuff: whether top accounts hit their quarterly volume plan, how much of your recurring work you have handed to Ella or an SOP, and whether customers name you as a reason they stay.
WHO YOU ARE
Must have
- 2 to 5 years in customer success, account management, or implementation, and you have done this intensely: managed 100+ accounts, owned a retention or responsiveness number, and can show it moved
- Have worked inside a scaled organization and inside a startup that scaled; you know what good process looks like and what it looks like before it exists
- Comfortable with finance leaders and finance work: you can read and negotiate an MSA, reconcile invoices in QuickBooks, build a revenue tracking system from scratch, and report numbers to a CFO without being asked twice
- Think like a product manager: you see a manual step and your first instinct is to spec the automation, and you can write that spec clearly enough for an engineer to build it
- Run into chaos and come out with a process: SOP-oriented, obsessive about details, never says "that is not my job". It's not in your vernacular.
- Use AI in your own workflow every day and can show how it made you faster
- Very good with people and articulate in writing and on calls; comfortable in front of a label CFO, an agency COO, and a brand's procurement lead in the same week
- Want to grow into a leadership role here and are willing to earn it from the manager seat first
Strongly preferred
- Financial services background: payments, lending, banking, or fintech, at a company that operated at scale. You already understand KYC, reconciliation, and what a finance team expects from the people who touch its money
Nice to have
- Background in music, creator marketing, or influencer agencies; you already know how a label or a performance agency pays creators today
- Have worked alongside an AI support agent and know how to turn tickets into training data
- Have shipped something: a workflow, an integration, an internal tool, with or without a product title
- HubSpot and Stripe fluency
Not a fit
- You need a ticketing queue and an SLA to know what to do next.
- You want a role you can fully unplug from at 6pm, and from client emergencies on the weekend.
- You are uncomfortable being measured on revenue and response time.
COMPENSATION AND LOGISTICS
- Compensation: competitive salary and equity (stock options under the Breakr Equity Incentive Plan)
- Location: remote (NYC or LA preferred), US. Travel roughly one week per month
- Start: immediately. This is a quick hire
- Benefits: medical, dental, vision; PTO that you actually take, planned around the client calendar
Process: fast. A 30-minute screen with the Co-CEO, a 60-minute working session where you walk us through onboarding and reconciling a sample label or brand account, and a final conversation with the CEO. All three inside one week; decision within 48 hours of the last call. Breakr is an equal opportunity employer. We are building a team as diverse as the creators and vendors we pay, and we encourage candidates of every background to apply.
To apply: send a short note and your resume to tony@breakr.app. Skip the cover letter; tell us about one account you turned around and what the number did.

Work arrangement
Yes