Senior Customer Success Manager

Senior Customer Success Manager
📍 Remote | 🕘 EST Hours (Mon–Fri, 9AM–6PM) | 💼 FullTime | 📢 Reports to Executive Leadership

Were looking for a Senior Customer Success Manager to lead client relationships in a contentdriven, servicefocused environment. In this highimpact role, youll own the entire customer journey—from onboarding and activation through to retention, growth, and advocacy. Youll be a strategic advisor, operational leader, and problemsolver, helping customers succeed while building scalable systems that elevate the customer experience across the board.

If youre a proactive, peoplesavvy professional who thrives in fastpaced, techenabled teams, this role could be your next big move.

🔍 What You’ll Do

• Manage a portfolio of highvalue customer accounts, ensuring consistent value, engagement, and satisfaction

• Lead onboarding and training, building walkthroughs and materials that drive early wins

• Serve as a strategic advisor, aligning services with customer goals and measurable outcomes

• Design and refine scalable processes and SOPs using tools like HubSpot, Zapier, Slack, and scheduling platforms

• Monitor customer health and deploy retention strategies using CRM data and qualitative insights

• Collaborate with production, ops, and leadership to ensure smooth service delivery and continuous improvement

• Conduct regular checkins, strategy reviews, and performance updates to maintain alignment

• Capture testimonials, referrals, and social proof to support customer advocacy

• Navigate difficult conversations with professionalism and empathy

• Mentor junior CSMs and contribute to building best practices as the team grows

• ✅ What We’re Looking For

  • 4+ years of experience in customer success, account management, or consulting (preferably in a digital services or content business)

  • Proven track record managing 10+ accounts or projects independently

  • Proficiency with CRM platforms (HubSpot, Go High Level), plus automation and task management tools

  • Excellent communication across calls, video, and async platforms

  • Experience with Slack, Calendly, Zapier in a remotefirst environment

  • Detailoriented and processdriven with a strong ability to manage expectations

  • Metricsfocused mindset with a knack for identifying opportunities and driving improvement

  • Bonus: Familiarity with podcast production, content marketing, or onboarding in a media context

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

  • 🌟 Why You’ll Love This Role

    • Highownership position with direct impact on customer success and business growth

    • A collaborative, supportive environment where your ideas and initiative are valued

    • Chance to help scale a customer success function within a missiondriven, contentfocused brand

    • Remotefirst culture with smart tools and streamlined communication