Senior Customer Success Manager

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

Are you a strategic, people-centric leader ready to elevate the customer journey from start to scale? We’re hiring a Senior Customer Success Manager to champion long-term relationships and drive meaningful outcomes for our clients in a fast-paced, content-driven environment.

In this high-impact role, you'll take ownership of the entire customer lifecycle—from onboarding and activation to retention, expansion, and advocacy. You’ll act as a trusted advisor, process optimizer, and mentor while designing scalable systems that deliver consistent client value.

If you’re tech-savvy, detail-oriented, and thrive in remote-first teams, we want to hear from you.

🔍 What You’ll Be Doing

• Manage a portfolio of high-value client accounts, ensuring high engagement, satisfaction, and measurable success

• Lead onboarding and training experiences that create strong first impressions and early wins

• Serve as a strategic partner, aligning services with customer objectives and KPIs

• Develop and iterate on scalable workflows and SOPs using tools like HubSpot, Zapier, and Slack

• Monitor customer health via CRM insights and take proactive action to ensure retention and growth

• Partner with cross-functional teams to streamline service delivery and improve the overall experience

• Conduct regular check-ins, performance reviews, and strategic planning sessions with clients

• Source testimonials, referrals, and success stories to support customer marketing efforts

• Handle challenging client situations with empathy and professionalism

• Mentor junior CSMs and contribute to building a world-class customer success practice

✅ What You’ll Bring

• 4+ years of experience in Customer Success, Account Management, or Consulting—ideally in a digital services or content-focused business

• Proven success independently managing 10+ clients or projects

• Deep familiarity with CRM systems (HubSpot, Go High Level) and automation tools like Zapier

• Outstanding communication skills across calls, video, and async platforms

• Hands-on experience with Slack, Calendly, and other remote collaboration tools

• Process-driven mindset with strong attention to detail and a knack for setting expectations

• Data-savvy and results-oriented—able to spot trends, identify risks, and drive improvements

• Bonus: Experience with podcast production, content marketing, or onboarding in a media-centric context

• Must be available to work full-time during U.S. Eastern Time business hours

🌟 Why Join Us

• High-ownership role with direct impact on client success and company growth

• A supportive, collaborative team that values initiative, innovation, and transparency

• Opportunity to scale a mission-driven customer success function from the ground up

• Remote-first culture powered by smart tools and streamlined communication