Senior Customer Success Manager

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Senior Customer Success Manager
Remote | EST Hours (Mon–Fri, 9AM–6PM) | Full-Time | Reports to Executive Leadership

We're looking for a Senior Customer Success Manager to lead client relationships in a content-driven, service-focused environment. In this high-impact role, you'll own the entire customer journey—from onboarding and activation through to retention, growth, and advocacy. You'll be a strategic advisor, operational leader, and problem-solver, helping customers succeed while building scalable systems that elevate the customer experience across the board.

If you're a proactive, people-savvy professional who thrives in fast-paced, tech-enabled teams, this role could be your next big move.

What You’ll Do

• Manage a portfolio of high-value 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 check-ins, 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

• 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 remote-first environment

• Detail-oriented and process-driven with a strong ability to manage expectations

• Metrics-focused 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 full-time during U.S. Eastern Time Zone hours

Why You’ll Love This Role

• High-ownership 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 mission-driven, content-focused brand

• Remote-first culture with smart tools and streamlined communication
  
  Please NOTE

  It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps—the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

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