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
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 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
