**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