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

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

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

Senior Customer Success Manager

Key skills