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