Customer Success Manager

Mighty Networks is a company that helps people and brands build communities and online courses. As a Customer Success Manager, you will be responsible for ensuring that Mighty Pro Hosts achieve success by providing strategic guidance and managing relationships throughout the customer lifecycle.

Responsibilities:

• Serve as the primary relationship owner from the moment a Pro Host signs with Mighty through renewal and beyond, ensuring a seamless and positive experience throughout the customer lifecycle
• Develop and deliver custom quotes for additional services, aligning with Hosts' evolving needs and business objectives
• Partner with Mighty Pro Hosts to increase adoption of key product features that will lead to great engagement and retention within their community
• Map out a compelling success plan for each Mighty Pro Host, aiming to exceed their goals and deliver results beyond their initial expectations
• Proactively anticipate and plan for key moments and milestones in the annual life of a Mighty Pro Host, ensuring timely interventions and support
• Identify and mitigate risks to our long-term relationships with Mighty Pro Hosts, collaborating with cross-functional teams to address challenges promptly
• Creatively generate value by ensuring clear goals, key milestones, frequent check-ins, and Host and member satisfaction—capturing and sharing best practices from across our entire Customer Success function
• Communicate consistently and methodically with Mighty Pro Hosts and internal teams, including leadership, marketing, product, and customer advocacy, to ensure continuous improvement and scalability of Host results
• Own the renewal process from start to finish, proactively engaging Hosts well in advance of their renewal date, addressing concerns, demonstrating ongoing value, and securing long-term commitments

Requirements:

• Proven experience in Customer Success, with a track record of delivering exceptional results for clients
• Strong organizational and relationship-building skills, with the ability to manage complex client relationships and navigate challenging conversations effectively
• Experience managing high-value accounts, demonstrating the ability to help successful brands, entrepreneurs, and creators build incredible businesses through the power of community
• A proactive and dynamic approach, thriving in a fast-paced, rapidly growing environment, and constantly seeking ways to enhance impact and value creation
• Curiosity and active listening skills, with a passion for community-powered businesses and a desire to be part of building a new and critical team at a pioneering startup
• Confidence in executive communication, both with high-profile Hosts and internal leaders, ensuring clear and effective dialogue
• A desire to drive innovation, helping creators, entrepreneurs, and brands make the biggest impact in 2025 and beyond
• Ability to implement feedback loops to capture customer insights and inform product development and service enhancements
• An entrepreneurial mindset — you understand what it takes to build something from nothing, which gives you a natural empathy for the creators, entrepreneurs, and brands you'll serve
• A genuine curiosity about AI-driven solutions, consistently exploring how emerging tools can enhance customer outcomes, streamline your own workflows, and unlock new ways for community-powered businesses to grow and thrive