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

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.

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

Senior Customer Success Manager

Key skills