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