Senior Customer Success Manager (Podcasts)

Job Title: Senior Customer Success Manager
Location: Remote (must be available Monday–Friday, 9AM–6PM EST)
Position Type: Full-Time
Reports To: Executive Leadership

Overview:
The Senior Customer Success Manager plays a pivotal role in overseeing the long-term satisfaction, retention, and success of customers in a content-focused, service-driven environment. This individual is both a strategic partner and operational lead—responsible for owning the full customer lifecycle from onboarding and activation to growth and advocacy. They are skilled in creating and refining processes, managing complex relationships, and proactively identifying opportunities to add value at every touchpoint. Working cross-functionally with production, operations, and leadership teams, the Senior Customer Success Manager ensures that service delivery aligns tightly with customer goals, while also building scalable systems that elevate the entire customer experience. This role is best suited for someone with strong interpersonal intelligence, deep experience in tech-enabled account support, and a passion for solving problems with clarity and structure.

Key Responsibilities:

• Own and manage a portfolio of high-value customer accounts, ensuring proactive communication, timely delivery, and consistent value delivery

• Lead onboarding, training, and enablement efforts, creating materials and walkthroughs that drive early adoption and success

• Act as the strategic advisor for each customer, identifying their business goals and tailoring services to support measurable outcomes

• Develop and refine scalable processes and SOPs for customer touchpoints using tools like HubSpot, Zapier, Slack, and scheduling platforms

• Monitor customer health using CRM metrics and qualitative signals, flagging risks early and deploying retention strategies where needed

• Collaborate with internal teams to coordinate service delivery, triage issues, and implement continuous feedback loops into operations

• Deliver regular check-ins, strategy sessions, and performance updates to maintain transparency and alignment with customer expectations

• Proactively gather testimonials and referrals, helping to drive advocacy and grow the customer base through earned trust and social proof

• Handle difficult conversations with empathy and assertiveness—whether with internal team members or customers—while maintaining positive outcomes

• Support the training of junior CSMs and help define best practices for scale as the function matures

Qualifications:

• 4+ years of experience in a customer success, account management, or consulting role, ideally within a digital service or content-driven business

• Demonstrated ability to manage 10+ simultaneous accounts or projects with minimal oversight

• Fluency in CRM tools such as HubSpot or Go High Level, with experience in workflow automation, reporting, and task management

• Confident communicator across platforms—calls, video, async—able to synthesize and present information clearly and persuasively

• Experience working with Slack, Calendly, and Zapier in a remote-first, fast-paced setting

• Exceptional attention to detail, process-minded thinking, and ability to manage expectations diplomatically

• A proactive, metrics-driven mindset with a commitment to improving systems, solving problems, and creating value

• Familiarity with podcast production, content marketing, or customer onboarding in a media environment is a strong plus

• Must be available to work during U.S. Eastern Time Zone business hours