Senior Customer Success Manager

Intro:

Location: Remote – GMT, CET, or EET timezones

JamesEdition is the world’s largest luxury marketplace, designed to meet the specific needs of High-Net-Worth Individuals engaged in exceptional personal transactions. Our platform connects over 2 million monthly users with premium listings in real estate, supercars, yachts, jets, and other unique assets, offered by thousands of professional sellers across the globe.

As we continue to scale, we are expanding our customer-facing teams to ensure exceptional service delivery, strengthen partnerships with brands and agencies, and drive long-term client retention and success across our global customer base.

Role Overview

We are looking for a skilled and experienced Senior Customer Success Manager to join our remote team. This role plays a key part in maintaining the high standards of service expected by our global clientele. It focuses on managing strategic customer relationships, ensuring an exceptional onboarding experience, supporting clients through their lifecycle, and improving overall customer satisfaction and retention.

The ideal candidate is structured, autonomous, and committed to delivering high-quality service, with strong communication skills and a proactive, solution-driven mindset. Experience managing customer success in a digital, SaaS or service-based environment is essential.

A strong plus would be hands-on experience or interest in implementing tools and solutions such as automation workflows or AI-driven systems that enhance customer relationships and scale engagement.

Key Responsibilities

Client Management

- Serve as the main point of contact for a portfolio of global customers, guiding them through onboarding and supporting them throughout their lifecycle.

- Build trust-based relationships by maintaining consistent, proactive communication and delivering value at every interaction.

Retention & Engagement

- Monitor account health and proactively address risks or areas of friction.

- Support renewals and contribute to client retention goals through high service standards and insight-driven follow-up.

Product & Platform Enablement

- Develop a comprehensive understanding of our platform, tools, and customer workflows.

- Ensure customers are making the most of the platform by providing tailored guidance, best practices, and support.

Cross-Functional Collaboration

- Collaborate with Sales, Support, and Product teams to ensure seamless end-to-end client experiences.

- Provide structured customer feedback to internal teams to support product development and process improvement.

Requirements

- 3+ years of experience in Customer Success, Account Management, or a similar client-facing role, ideally within a tech-driven or service-oriented environment.

- Fluency in English is required; proficiency in Spanish, French, Italian, or Portuguese is strongly preferred.

- Demonstrated ability to manage customer accounts autonomously with a high level of accountability and structure.

- Strong written and verbal communication skills, with a professional and empathetic approach to client interaction.

- Analytical mindset with experience using data to guide decisions and identify opportunities.

- Comfort working with CRM tools and customer success platforms (e.g., HubSpot, Intercom, Notion).

What We Offer

- Remote-first role based in GMT, CET, or EET timezones.

- Competitive compensation and access to a company profit-sharing program.

- A dynamic, collaborative environment in a fast-growing global company.

- Exposure to a diverse international team and a high-profile client base.

- Opportunities for career progression and professional development.

- The chance to contribute to the success of the leading global marketplace for luxury assets.

Our Culture

We operate with professionalism, ownership, and a shared commitment to delivering results. To learn more about our company values and team culture, please visit our careers page.